AccountId: 011433970860
ContactId: e3e8fb00-a743-4f21-aa81-87ba17eb11fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191470 ms
Total Talk Time (AGENT): 69233 ms
Total Talk Time (CUSTOMER): 56425 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/e3e8fb00-a743-4f21-aa81-87ba17eb11fe_20250327T18:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi. My name is [PII]. I'm calling from provider's office for claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02218491, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][NEUTRAL] It is [PII]. A bill amount $662.80.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][POSITIVE] It is pain relief Solutions.
[AGENT][NEUTRAL] Hold on one moment, here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 3563857.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Because the services were rendered after coverage was terminated.
[AGENT][NEUTRAL] The policy was active from [PII].
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] And there are no other active policies with us.
[CUSTOMER][NEUTRAL] OK. And the uh policy was termed on [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, sure. Thank you for all this information.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, that's all for today. May I know the call reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance and have a wonderful day.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.