AccountId: 011433970860
ContactId: df8f35bf-84c2-4053-b4d5-fad1962623f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552039 ms
Total Talk Time (AGENT): 93856 ms
Total Talk Time (CUSTOMER): 85559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/df8f35bf-84c2-4053-b4d5-fad1962623f3_20250218T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Could you please help me out for the claim status?
[AGENT][NEUTRAL] Sure, I can assist you with claim status, and I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the first initial of my last name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the member ID is 145686.
[CUSTOMER][NEUTRAL] 8 M as in Mike, L Lima, 8.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the member name is [PII].
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the date of service and the amount of the claim, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] The date of services
[CUSTOMER][NEUTRAL] Once again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $130.05.
[AGENT][NEUTRAL] OK, so [PII] $130.05.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I have that claim.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII].
[AGENT][NEUTRAL] And let's see. OK. So the claim was denied stating that the service was surrendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the termination date.
[CUSTOMER][NEUTRAL] Uh, all right. Uh, if you have
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you have the UOB, could you please fix the UB?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Uh yeah, one second, let me provide you the fax number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 650
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 263
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] 27
[AGENT][NEUTRAL] OK. 6502637327. To what attention?
[CUSTOMER][NEUTRAL] Yes. Attention to my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Uh, could you please spell your name? May I speak with, what is the spelling of your name?
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And I'm gonna put you on a brief hold, OK? One moment.
[CUSTOMER][NEUTRAL] All right. It's
[CUSTOMER][NEUTRAL] All right.
[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 Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no. Thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You as well. Thank you for calling ATL. mhm Bye-bye.