AccountId: 011433970860
ContactId: cb5a3193-131f-44db-9bc7-97ac83602395
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155080 ms
Total Talk Time (AGENT): 70586 ms
Total Talk Time (CUSTOMER): 53524 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cb5a3193-131f-44db-9bc7-97ac83602395_20250320T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office to check claim status. Can you help me with that?
[AGENT][NEUTRAL] Sure, I can help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, and it is 132342. uh I it is 1323424.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] Date of services.
[CUSTOMER][NEUTRAL] [PII] and bill amount is $333.33.
[AGENT][NEUTRAL] Thank you. And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yes, it is Jackson Hospital and Clinic Inc.
[AGENT][NEUTRAL] Thank you, and I'm showing that the policy, or sorry, the claim was received on [PII].
[AGENT][NEUTRAL] And that claim number is 3559286.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And on [PII], the claim was denied because the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy was active from [PII], and there has been no policies with APL since [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII], and can you please help me with the uh call reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your help and have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else I can help with?
[CUSTOMER][POSITIVE] So I just had this one claim. Thank you so much.
[AGENT][POSITIVE] All right, well, thanks for calling APL. Have a great day.