AccountId: 011433970860
ContactId: d760b9ed-07e5-4568-8680-04f2896facf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320890 ms
Total Talk Time (AGENT): 100593 ms
Total Talk Time (CUSTOMER): 61038 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d760b9ed-07e5-4568-8680-04f2896facf0_20250305T19:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I am [PII] and I want to claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, and um may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So just one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. So, member ID is 01898014.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] What is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The number's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said you need a claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And total charge is $574.
[AGENT][NEUTRAL] OK. Thank you. Let me see if I can find this claim and that was um [PII] of what year?
[CUSTOMER][NEUTRAL] Uh, no. The date of service is [PII].
[AGENT][NEUTRAL] Oh, it's [PII]. OK, um, give me one moment. Let me see if I can find this one.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if this is your claim. Bear with me just a second, let me pull this.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] I'm still waiting on the system.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, before, OK, yeah, this is your claim. Alright, it looks like we have processed the claim on [PII] and the claim was denied. The reason for this denial is that the service was surrendered after coverage was terminated.
[CUSTOMER][NEUTRAL] of this information. So,
[AGENT][NEUTRAL] I'm sorry, can you repeat your question?
[CUSTOMER][NEUTRAL] Um, can you please repeat the denialism that was corrected.
[AGENT][NEUTRAL] Uh, service rendered after coverage was terminated.
[CUSTOMER][POSITIVE] Thank you so much. What is the uh receipt date of this claim?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is 356-512-6.
[CUSTOMER][NEUTRAL] Uh, that's all I wanted to know. Now, uh,
[CUSTOMER][NEUTRAL] I just need the reference number and may I know your name, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. My name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh definitely
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. Bye bye.
[AGENT][NEUTRAL] Very
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome.