AccountId: 011433970860
ContactId: dc4a1fdb-9f3f-4e05-ad82-7a7165bfd9df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233020 ms
Total Talk Time (AGENT): 68808 ms
Total Talk Time (CUSTOMER): 42043 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/dc4a1fdb-9f3f-4e05-ad82-7a7165bfd9df_20250423T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Overlook Medical Center looking to get the status of a claim today.
[AGENT][NEUTRAL] Yeah, of course, I can help you with claim status today. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do that is 01677861.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And then do you have a data service and a charge amount?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bills out $8,189.69.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so it looks like the received date for this claim is [PII].
[AGENT][NEUTRAL] And the process date is [PII].
[AGENT][NEUTRAL] And the claim was denied.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK, so claim was denied because these services were rendered after coverage was terminated, so the policy was not active at the time.
[CUSTOMER][NEUTRAL] OK great and then can you just confirm that claim number for me?
[AGENT][NEUTRAL] Yes, it is 358.
[AGENT][NEUTRAL] 5484.
[CUSTOMER][NEUTRAL] OK, just give me one moment here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do you guys do call reference numbers?
[AGENT][NEUTRAL] Yes, we do. So it would be my first name, [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK great thank you very much for your help.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.