AccountId: 011433970860
ContactId: c4e6ff49-f5b2-45bf-b447-7a5d13c7f90b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160039 ms
Total Talk Time (AGENT): 60618 ms
Total Talk Time (CUSTOMER): 82667 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c4e6ff49-f5b2-45bf-b447-7a5d13c7f90b_20250605T12:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Is your name [PII] or [PII]? OK. Good morning. My name, thank you. My name is [PII]. I'm calling regarding um a claim that uh looks like it's been rejected, um, and I'm just trying to check to see if the patient was active on the date of service, um.
[AGENT][NEUTRAL] Mhm, it is.
[AGENT][NEUTRAL] It has an H at the end.
[AGENT][POSITIVE] Yeah, absolutely. Happy to check. Do you have the policy number?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I have the policy number is uh.
[CUSTOMER][NEUTRAL] 02046865
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, [PII]. And then if I could just get [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much and then what was the uh data service?
[CUSTOMER][NEUTRAL] Data service is uh let me get back over there whoops.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Data service is 1226-24. I actually have two claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1226 24 and uh 4 1425.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you. And so I don't show any claims on file for 12-26-24. I will let you know that the patient's policy did turn on [PII], so they are not active and I don't show any other active coverage.
[CUSTOMER][NEUTRAL] OK, so 6:30 to 24. OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That works for me because there's we got uh some correspondence from BM not not we got from BNI. Let me see what the heck did this say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, BIC saying to call to file a claim to IMA is that the same?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, no problem. What is your, um, what's the call reference for the call?
[AGENT][NEUTRAL] Call reference is gonna be my name with today's date, so [PII] initial to my last name is gonna be [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you. Have a great day.
[AGENT][POSITIVE] Yeah. You're welcome. You too. Bye bye.