AccountId: 011433970860
ContactId: cd7fd2e2-b47a-499d-8891-241edacef375
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253479 ms
Total Talk Time (AGENT): 86121 ms
Total Talk Time (CUSTOMER): 80443 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/cd7fd2e2-b47a-499d-8891-241edacef375_20250121T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a provider's office and I have um a question about a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your claim. Uh, can you please give me your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's your policy number, please?
[CUSTOMER][NEUTRAL] I, I'm sorry, did you say the ID number?
[AGENT][NEUTRAL] Yes, policy number.
[CUSTOMER][NEUTRAL] Oh OK it is 02540055.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um can you please give me the name of the facility you're calling from Miss [PII]?
[CUSTOMER][NEUTRAL] Marietta Memorial Hospital.
[AGENT][NEUTRAL] OK, thank you so much and then you said you had a question about a claim. Do you have the claim number?
[CUSTOMER][NEUTRAL] I do, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second, let me get it here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm showing 354-877-9.
[AGENT][NEUTRAL] OK, let me pull in that claim for us.
[CUSTOMER][NEGATIVE] And the whole thing is denied and just looks like it's saying um additional information is required but I don't know what's needed.
[AGENT][NEUTRAL] OK, let me look at it.
[AGENT][NEUTRAL] OK, looking.
[AGENT][NEUTRAL] At the policy and at the claim it is.
[AGENT][NEUTRAL] pended for um.
[AGENT][NEUTRAL] Eligibility.
[AGENT][NEUTRAL] On this, this claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they don't have active coverage, or?
[AGENT][NEUTRAL] Right. The policy is no longer active, effective um [PII].
[CUSTOMER][NEUTRAL] OK, so when, what was the um, the effective date? So that's the term date [PII]?
[AGENT][NEUTRAL] Yes, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, I need to check and see if they had other insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, well thank you so much for that uh should be all I need do you give reference numbers?
[AGENT][NEUTRAL] OK. You're very.
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] in today's date.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] All right well thank you so much for looking it up for me, [PII], and you have a good day.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] You too, Miss [PII]. I hope you have a great week and thanks so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You you're welcome. Bye bye now.