AccountId: 011433970860
ContactId: d0a08695-ec7a-4bc3-b0bb-0737949bbd40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206770 ms
Total Talk Time (AGENT): 70365 ms
Total Talk Time (CUSTOMER): 76745 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d0a08695-ec7a-4bc3-b0bb-0737949bbd40_20250625T17:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. How are you doing today?
[AGENT][NEUTRAL] Uh, fine, [PII], and how may I assist you today?
[CUSTOMER][NEUTRAL] Um, can you please assist me for the claim status?
[AGENT][NEUTRAL] Sure, verify claim status for you. And what's the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02064284. M for Mike, L for Lima, 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah. Patient's name, [PII].
[CUSTOMER][NEUTRAL] Date of birth on [PII].
[AGENT][NEUTRAL] OK, thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, just give me a moment, please.
[CUSTOMER][NEUTRAL] Uh, data services, uh, this, uh, [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, total charge amount is $1,196 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] Samaritan Hospital.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK, I show that claim process as service rendered after the policy terminated.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy terminated [PII], so the patient was not active at the time of service.
[CUSTOMER][NEUTRAL] [PII]. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, can you please ask me, what can I do for this direction for this claim?
[AGENT][NEUTRAL] Well, I mean the policy term, they were not active at the time of service, so there wouldn't be any benefits payable. So you need to contact the patient.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So we need to contact patients.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][NEUTRAL] Uh, uh, may I have the call reference number here?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Sorry, you can, can you please, uh, could you repeat again, please?
[AGENT][NEUTRAL] You can use my name and today's date. It's spelled [PII], last initial [PII] in Quebec and today's date.
[CUSTOMER][NEUTRAL] OK. Uh, may I have the call reference number, please?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So I need to call the patient uh this policy I, am I right?
[AGENT][NEUTRAL] Yes, you need to verify if they have any other insurance. You need to contact the patient.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Uh, have a great day. We are giving proper information for this claim.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] Thank you so much.