AccountId: 011433970860
ContactId: df0b4f09-bee4-4008-ae6f-49718c58f878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305320 ms
Total Talk Time (AGENT): 103480 ms
Total Talk Time (CUSTOMER): 61170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/df0b4f09-bee4-4008-ae6f-49718c58f878_20250408T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Coffee Regional Medical Center. I'm calling to check client status, please.
[AGENT][NEUTRAL] OK, I can help you with claim status um miss.
[AGENT][NEUTRAL] Uh, yes, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][POSITIVE] Thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII] and the policy number is 1616868.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I've got her pulled up and what is the date of service for um the you you said you were getting claim status is that correct?
[CUSTOMER][NEUTRAL] Correct, the date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the charge amount?
[CUSTOMER][NEUTRAL] It's $730.
[AGENT][NEUTRAL] OK, and what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It's 7:30.
[AGENT][NEUTRAL] It is 7:30. OK. And you said you were.
[CUSTOMER][NEUTRAL] Yeah, let's, yeah, let's look at uh.
[AGENT][NEUTRAL] OK, you were calling from, I got the Regional Medical Center, but I didn't get the first name of the regional Medical Center.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Coffee
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold Miss [PII], while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So I do have the claim number for you. Uh, the claim number is 35805.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 358-005.
[AGENT][NEUTRAL] OK, and the ser uh the claim was denied because the services were rendered after the termination date of the policy.
[CUSTOMER][NEUTRAL] And when did it start?
[AGENT][NEUTRAL] Uh, the policy ended on [PII].
[CUSTOMER][NEUTRAL] And what did you say that claim number was again? I have 358-005.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, 358-050-00.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and the termed on 10-124.
[AGENT][NEUTRAL] Yes ma'am, and there are no active policies. I looked to see if there was another one, but we don't have anything active for her.
[CUSTOMER][NEUTRAL] OK, can I get a reference number please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Mhm thank you bye bye.