AccountId: 011433970860
ContactId: c6c0f273-8872-4cdc-89ef-820bfb539137
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202610 ms
Total Talk Time (AGENT): 51190 ms
Total Talk Time (CUSTOMER): 86479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c6c0f273-8872-4cdc-89ef-820bfb539137_20250515T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I'm calling from Central Emergency Medical Services. And I just received um a letter from you guys in regards to a claim for a patient. Um, it's just showing that it denied for a duplicate, but this is the first denial that I'm receiving.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I'm, I'm not sure why it's denying for dal cancer.
[AGENT][NEUTRAL] OK, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 022-03757.
[AGENT][NEUTRAL] OK, thank you and do you have a call back number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK, thank you, and give me a moment, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what was the data service and amount of the charge?
[CUSTOMER][NEUTRAL] It was for [PII]. Um, the total bill amount was $1210.67.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and you're calling from again? I'm sorry.
[CUSTOMER][NEUTRAL] Central Emergency Medical Services.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, I know we had an issue with getting the claim over to you guys, so we were trying to send it different ways.
[CUSTOMER][NEUTRAL] Um, so I don't know if that's the reasoning is, is maybe they all came in, um, but I just wanted to verify the status.
[AGENT][NEUTRAL] Yes, ma'am. It looks like it processed as a duplicate, uh, cause it looks like benefits were paid to the insured since they submitted the claim.
[CUSTOMER][NEUTRAL] Oh, OK. Do you know how much they paid the you paid the patient?
[AGENT][NEUTRAL] Yes, ma'am, but we cannot give that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, they have not sent us that money, so
[CUSTOMER][POSITIVE] I will note that and let the patient know. Thank you so much. Um, I'm sorry, what was your name?
[AGENT][NEUTRAL] Uh, it's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] And do you have a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.