AccountId: 011433970860
ContactId: cd576bd2-9684-4c82-8caf-6cd852443a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175300 ms
Total Talk Time (AGENT): 56032 ms
Total Talk Time (CUSTOMER): 75862 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/cd576bd2-9684-4c82-8caf-6cd852443a6d_20250407T18:12_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], how are you? Um, my name is [PII], and you said APL is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm calling on behalf of University of Mississippi Medical Center.
[CUSTOMER][NEUTRAL] And I'm trying to, um, a patient was seen in our facility and I don't, I need to talk with somebody about his claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim with you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] I sure do. It's 025-02786, and you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's spelled A H or um AI?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] First date of service, he has two in question. The first date of service in question is going to be [PII] for $903.
[AGENT][NEUTRAL] OK, let me take a look here.
[CUSTOMER][NEUTRAL] 256-860-6.
[AGENT][NEUTRAL] 993.
[CUSTOMER][NEUTRAL] Register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] On this claim, it looks like we did receive it. I was denied. It looks like member was not active at the time of service. The member's plan terminated [PII].
[CUSTOMER][NEUTRAL] OK, so that's what I needed um.
[CUSTOMER][NEUTRAL] OK, no active.
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] At the time of service term.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Oh no, uh, [PII].
[CUSTOMER][NEUTRAL] [PII] thank you sir and a good call reference number for for today's call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Call reference [PII] would be my name and then last initial with today's date my last initial is gonna be [PII].
[CUSTOMER][POSITIVE] OK, 0404725 thank you dear have a great day bye now, yes.
[AGENT][POSITIVE] Yep, you're welcome. You too. Bye.