AccountId: 011433970860
ContactId: de1a641b-e5c2-49e6-99c4-fc398a4c9289
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 656530 ms
Total Talk Time (AGENT): 124097 ms
Total Talk Time (CUSTOMER): 101609 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/de1a641b-e5c2-49e6-99c4-fc398a4c9289_20250306T21:37_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] Yes, my name is [PII] and I'm calling from a provider's office, needing to see if a claim has been received, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And I did not catch your name. I'm sorry the phone cut out.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is um [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so
[AGENT][NEUTRAL] You're welcome. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01879207
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] $132.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. All right. So it looks like we have processed this twice. Um, I'm just gonna pull the original one, OK? Because the last one was a duplicate.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] We processed the claim [PII] and the claim was denied stating that the service was surrendered after coverage was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any way, uh, we could get a copy of that remit? I do not, we have not received anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, sure, yes.
[CUSTOMER][NEUTRAL] And if you could give me, yeah, and what was the term date on on her policy do you know? Yes, please.
[AGENT][NEUTRAL] On the policy, um, yeah, let me get that for you.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][POSITIVE] Oh my goodness gracious, OK.
[CUSTOMER][POSITIVE] Goodness oh.
[AGENT][NEUTRAL] Yeah, let me have a fax number so I can send it back to you.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] Yeah I'm ready whenever you are.
[CUSTOMER][NEUTRAL] Uh, yes, did you want fax or email, which would be.
[AGENT][NEUTRAL] Facts
[CUSTOMER][NEUTRAL] Fax OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. Is that correct? OK. Do you mind holding for me while I send this out to you while I got you on the line? OK, thank you. One moment. OK.
[CUSTOMER][POSITIVE] Correct, yes ma'am, yeah.
[CUSTOMER][POSITIVE] Sure. Yeah, absolutely. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I'm so sorry. Um, OK, you said your name is [PII], correct? Do I have that right?
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] [PII] Yeah, it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sorry. I, I wasn't sure so I said, was that right?
[CUSTOMER][NEUTRAL] Yeah, you're just
[CUSTOMER][NEUTRAL] No, it's fine.
[AGENT][NEUTRAL] OK. All right. OK. And I'm sorry, I just had to make some adjustments to that um fax.
[CUSTOMER][NEUTRAL] Oh, you're fine so it's not a big deal.
[AGENT][POSITIVE] OK. All right, so I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, just a reference number for our call, please.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, that sounds good. I will await your facts. Thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh-huh. You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.