AccountId: 011433970860
ContactId: cb8dd02e-f623-4b30-af84-a51ad06f403f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218500 ms
Total Talk Time (AGENT): 78051 ms
Total Talk Time (CUSTOMER): 70512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/cb8dd02e-f623-4b30-af84-a51ad06f403f_20250210T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office to check on a claim.
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, and you're checking claim status?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, we can assist you with the policy number.
[CUSTOMER][NEUTRAL] Uh that would be 02271843.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That would be [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth would be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information and if you can provide the date of service and the total charge.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. That would be.
[CUSTOMER][NEUTRAL] [PII] and total charges of $554 even.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the procedure codes on the claim? Just a few of them.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] 992148780487811.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. OK, thanks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so this claim was received [PII].
[AGENT][NEGATIVE] Uh, processed on [PII], no payment was made. Um, the date of service is after the policy lapsed.
[CUSTOMER][NEUTRAL] Mes coverage was inactive, right?
[AGENT][NEGATIVE] Not active correct.
[CUSTOMER][NEUTRAL] OK and may I know the term date, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there any other active uh coverage for the patient?
[AGENT][NEUTRAL] No, there is not.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Any other questions I can help with today, [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Can I have the claim number please?
[AGENT][NEUTRAL] That number is 354-631-0.
[CUSTOMER][NEUTRAL] Could you just go a bit slower?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Could you just repeat me the claim number a bit slower?
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 6610.
[CUSTOMER][NEUTRAL] Again, could you just fax me the UB to my fax number?
[AGENT][NEUTRAL] Uh, the ELB was mailed when the claim was processed and it's now available to download on the online service center. I can give you that web address. Let me know when you're ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][POSITIVE] It's secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] A [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And can I have a good reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] [PII]. And anything else, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no, that's it thank you first and have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.