AccountId: 011433970860
ContactId: c677da41-09c6-4d06-99bc-ee0fdbf2cdcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432980 ms
Total Talk Time (AGENT): 55121 ms
Total Talk Time (CUSTOMER): 64684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c677da41-09c6-4d06-99bc-ee0fdbf2cdcd_20250430T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Hey, I can help you with claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, then can I have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, uh, it's 02465339 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] A of service of bill charges.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII] and the total charge amount is $9,555 even.
[AGENT][NEUTRAL] Um, I don't show that claim on file.
[CUSTOMER][NEUTRAL] Yeah, OK. Just a moment. I do have a claim number. Can you please verify with that?
[AGENT][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] It's 352-563-5.
[AGENT][NEUTRAL] So the date of service was 4-17-2024?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't have that date of service for that day. I have [PII].
[CUSTOMER][NEUTRAL] Yes, and um
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] But it's just
[AGENT][NEUTRAL] OK, not [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, it looks like the claim was denied. The patient's no longer an eligible dependent under the policy.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Uh, can you please provide me the termination date?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, looks like, let me see.
[AGENT][NEUTRAL] Let me pull up the explanation. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, sorry about that. My system was running slow. It looks like uh it was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you please provide me the received date as well?
[AGENT][NEUTRAL] The received date was [PII].
[AGENT][NEUTRAL] I'm sorry, it was [PII] sorry about that.
[CUSTOMER][NEUTRAL] Yeah, OK. Uh thank you for this information. Do you have any call reference number for this call?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you for your assistance. Have a great day, [PII].
[AGENT][POSITIVE] I have a good day.