AccountId: 011433970860
ContactId: cd9704ba-4df8-47db-b7c4-8219314b04e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153199 ms
Total Talk Time (AGENT): 47202 ms
Total Talk Time (CUSTOMER): 56971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/cd9704ba-4df8-47db-b7c4-8219314b04e4_20250206T18:42_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Millennium Physician Group. Uh, we received an explanation of benefits for a claim, but I'm not sure why, um, we have a denial. If you could pull that up please.
[AGENT][POSITIVE] I'm sure that I can assist you with claim status. First, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure that is 02363729.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the phone, please?
[CUSTOMER][NEUTRAL] Mhm it's [PII] billed $371.85.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks for your patience. Yes, ma'am. I'm showing that the date of service again on this claim is 8-9-2024 and the claim denied because this policy expired on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That makes sense alrighty, is there a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you have a great day.
[AGENT][NEUTRAL] You do