AccountId: 011433970860
ContactId: c66050e9-f46e-4a8b-b675-ffb682f631d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235399 ms
Total Talk Time (AGENT): 112405 ms
Total Talk Time (CUSTOMER): 56091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c66050e9-f46e-4a8b-b675-ffb682f631d3_20250116T16:42_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], my name is [PII].
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][POSITIVE] Doing well thank you how are you?
[AGENT][POSITIVE] Doing well thank you. What can we do for you today?
[CUSTOMER][NEUTRAL] Calling for the status of a medical claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], a direct line.
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. That is 924344.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the policy you gave me actually terminated [PII]. Uh, if you'll give me one moment, I'll see if she had one that was active at that time. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She did not. Um, the last policy she had with us terminated in [PII].
[AGENT][NEUTRAL] Uh, did you want me to see if we still received it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I guess so, even if it's denied, at least I could get a copy of the EOB.
[AGENT][NEUTRAL] Sure, what was the um bill amount please?
[CUSTOMER][NEUTRAL] That billed 347.
[AGENT][NEUTRAL] 347. OK, give me just a moment. I'm not quite sure which one it might have gone to.
[AGENT][NEUTRAL] So bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Oh, was this a center for diagnostic imaging?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, so yes, it went under the newest policy that she had, um, so I did find it, did you want the claim number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is 353-9931.
[CUSTOMER][POSITIVE] Perfect. Am I able to get a copy of that EOB that shows she's terminated?
[AGENT][NEUTRAL] Of course, uh, do you have a fax number?
[CUSTOMER][NEUTRAL] It's [PII], a direct line.
[AGENT][NEUTRAL] OK, I'm gonna just put this to your attention, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and just to confirm the fax number was the same as the call back?
[CUSTOMER][NEUTRAL] Oh, no, sorry, I gave you that. I don't have it.
[AGENT][NEUTRAL] Oh, no, that's OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, let me read that back, make sure I heard that correctly. That was uh [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, I have seen some people say that it's the same as the call back but I just wanted to make sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I will get that sent to you. You should get it here maybe 10-15 minutes. Uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Is there gonna be a reference number for our call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you [PII] have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day too.