AccountId: 011433970860
ContactId: d4f96a31-e74a-4280-a76f-6d56d4af4809
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252119 ms
Total Talk Time (AGENT): 65605 ms
Total Talk Time (CUSTOMER): 84517 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d4f96a31-e74a-4280-a76f-6d56d4af4809_20250102T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling for the provider New Jersey Summit Medical Group. Please note this call will be monitored and recorded for quality and training purpose, and I'm calling to check on a claim status.
[AGENT][NEUTRAL] Uh, absolutely I can help you with that. But first we're having phone issues. [PII], can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII] and there is no extension.
[AGENT][NEUTRAL] OK perfect and the policy number?
[CUSTOMER][NEUTRAL] The member ID is
[CUSTOMER][NEUTRAL] 02168401.
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] Patient first name is.
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK and the date of service for the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] of, I'm sorry, it's not that. It is [PII] with the amount of $380 even.
[AGENT][NEUTRAL] OK, we received that claim on [PII].
[AGENT][NEUTRAL] We processed and denied it on [PII] as the policy termed on [PII].
[CUSTOMER][NEUTRAL] May I know the effective date of the policy?
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][POSITIVE] Thank you so much. I, I, I'm really sorry, but could you please once again give me that received and processed date?
[AGENT][NEUTRAL] Oh absolutely it was received on [PII].
[AGENT][NEUTRAL] And denied on [PII].
[CUSTOMER][NEUTRAL] And may I have the claim number?
[AGENT][NEUTRAL] Claim number is 352-3078.
[CUSTOMER][NEUTRAL] And do you see any other active coverage for this member for the ticket of service?
[AGENT][NEGATIVE] Not with us.
[CUSTOMER][NEUTRAL] All right. Uh, and you also don't see any other coverage for the rate of service?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And may I know the address where the UB was Chily sent to?
[AGENT][NEUTRAL] The EOB was sent to let me get it for you.
[AGENT][NEUTRAL] To Summit Medical Group [PII].
[CUSTOMER][NEUTRAL] I'm sorry, was that [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. And I'm really sorry. Could you please spell your name for me? Is it [PII] or?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And may I know the call reference number for this call?
[AGENT][NEUTRAL] It is just my name.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. Thank you for your assistance throughout the call. You have a great day.
[AGENT][POSITIVE] No problem, [PII]. You have a great rest of your day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm