AccountId: 011433970860
ContactId: c00c7e9d-cfd7-4c1c-9946-dc010c3750c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191759 ms
Total Talk Time (AGENT): 71608 ms
Total Talk Time (CUSTOMER): 85961 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/c00c7e9d-cfd7-4c1c-9946-dc010c3750c0_20250130T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from the provider office, uh, regarding about the general claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, definitely 0221074.
[CUSTOMER][NEUTRAL] 41 M as in Mary, L as in Lima, 7.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] OK, can you please spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] OK, thank you, so Mon you.
[AGENT][NEUTRAL] Thank you. May I have the date of service?
[CUSTOMER][NEUTRAL] Sure, the date of service is gonna be [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] So the amount is $56.25.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like it processed under claim number 353-7380. Looks like policy terminated 3-1-2023, and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK. So you're saying that what is the denial reason?
[AGENT][NEGATIVE] The policy terminated.
[CUSTOMER][NEUTRAL] OK. And can you please verify me again the member uh mem uh claim number 353-7380. Is it correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Or is there any other active member or active payer on data of service?
[CUSTOMER][NEUTRAL] Can you please check it for me?
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Not for this data service, it looks like the plan terminated 3-1-2023, and there is no active coverage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and call reference number please? So that means I can directly, I can directly bill it to the patient, am I right?
[AGENT][NEUTRAL] It will
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you so much and the call reference number please?
[AGENT][NEUTRAL] It will be my name, which is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you, sir. Thank you so much, [PII]. I appreciate all the information. Have a wonderful rest of day, OK?
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank you. You too. Bye.