AccountId: 011433970860
ContactId: e485dcaf-b9cb-476b-a9e4-299cec594116
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174979 ms
Total Talk Time (AGENT): 93211 ms
Total Talk Time (CUSTOMER): 55644 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e485dcaf-b9cb-476b-a9e4-299cec594116_20250204T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Doctor [PII] office for claims.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 157.
[CUSTOMER][NEUTRAL] 8230 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. What was the date of service for this client, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] That was billed for 174 even.
[AGENT][NEUTRAL] 174. OK, thank you one moment. Uh, the policy number you gave me terminated in [PII], so if you'll give me one moment, let me see if they had one active at that time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they did not, this was the only policy they had with us. It terminated [PII], but I could still let me check to see if we did receive this claim. Bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what's the provider, is it, um, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, we did receive this claim.
[AGENT][NEUTRAL] So of course we were unable to pay a benefit as services were rendered after coverage was terminated. Um, would you like me to send you a copy of this EOB, Beatrice?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, uh, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then, uh, did you want me to go ahead and give you that claim number as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is 3551381.
[CUSTOMER][POSITIVE] OK, thank you very much. Can I have a reference number please?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with by chance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that will be all. Thank you. Have a nice day.
[AGENT][POSITIVE] OK, yeah, thanks for showing [PII]. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.