AccountId: 011433970860
ContactId: c8e6158d-f632-4d23-a66a-b5472fb608d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252149 ms
Total Talk Time (AGENT): 92891 ms
Total Talk Time (CUSTOMER): 57770 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/c8e6158d-f632-4d23-a66a-b5472fb608d2_20250227T15:13_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], this is [PII] calling you from provider's office to check about a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 2540017.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Before that, can you please spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Last name [PII]?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Thank you, [PII]. And the date of service is [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] $700 even.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Was this with, uh, is this Piedmont Augusta Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so we did receive this claim, uh, we were unable to pay a benefit as their policy did terminate, um, let me get that term date for you, give me just a moment.
[AGENT][NEUTRAL] Uh, that was [PII].
[AGENT][NEUTRAL] So the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] May I know the effective date?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] Like from when.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, when was the policy start?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and I dated [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you please help me with the claim received date?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] The claim was received [PII].
[AGENT][NEUTRAL] And then it was processed uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, when was the process date?
[AGENT][NEUTRAL] Oh, I'm sorry, I think that's backwards um it was received. I think that was [PII] and it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], hm.
[AGENT][NEUTRAL] And then uh
[AGENT][NEUTRAL] Mm, did you need the claim number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is 354-849-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And is there any other active insurance for the patient?
[AGENT][NEUTRAL] Um, not with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. Can you please help me with the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Um, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, [PII], that's all from mine and have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.