AccountId: 011433970860
ContactId: c88aafc6-ac45-430b-88c5-67bb31eb91ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272359 ms
Total Talk Time (AGENT): 67198 ms
Total Talk Time (CUSTOMER): 55615 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c88aafc6-ac45-430b-88c5-67bb31eb91ab_20250617T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Birmingham OBGYN. I was needing to check claim status.
[AGENT][NEUTRAL] OK, [PII]. Happy to check on a claim. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02543607.
[AGENT][NEUTRAL] Thank you. And then if I could get a good callback number for documentation, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the data service?
[CUSTOMER][NEUTRAL] Uh, I have two claims for her. The first one is November 15, 2024.
[AGENT][NEUTRAL] OK, and then build develop?
[CUSTOMER][NEUTRAL] $708
[AGENT][NEUTRAL] OK, bear with me just a second here. There's a few different planes this day.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK. So, it looks like we did get a claim for this.
[AGENT][NEGATIVE] It looks like the policy doesn't provide any sort of wellness benefit, so it was denied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need the received date claim number?
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] No, that's fine. I just need to check the next day of service.
[AGENT][NEUTRAL] OK, yes, ma'am. What's the next one?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] For $453.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 453.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so in this claim, it looks like it was received. The member plan did term on [PII], so it is denied just stating member was not eligible for benefits at the time of service.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] I can work with that
[AGENT][NEUTRAL] All right, [PII], anything else?
[CUSTOMER][POSITIVE] That's all I needed thank you for your help, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.