AccountId: 011433970860
ContactId: e873e080-8f64-427c-addf-09711529b485
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307640 ms
Total Talk Time (AGENT): 69474 ms
Total Talk Time (CUSTOMER): 75442 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e873e080-8f64-427c-addf-09711529b485_20250408T13:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi ma'am, uh, hello, this is [PII].
[CUSTOMER][NEUTRAL] Uh, no, I'm calling from provider office. I'm looking for a claim status, ma'am.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII] with the extension number is [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is 759081.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] What your name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The data service is 9-19-2024 and the bill amount is 160.
[AGENT][NEUTRAL] Uh, it was received on [PII], denied [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, services rendered after policy lapsed.
[AGENT][NEUTRAL] So the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Services render after uh after curbage.
[AGENT][NEUTRAL] Yes, uh, termination date [PII].
[CUSTOMER][NEUTRAL] And what is the effective date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the effective date and the termination date?
[AGENT][NEUTRAL] Effective date [PII], termination [PII].
[CUSTOMER][NEUTRAL] OK, oh, OK, OK, OK.
[CUSTOMER][POSITIVE] Coverage terminated OK.
[CUSTOMER][NEUTRAL] Uh, is there any other insurance that's showing active?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, no, I don't show anything else, um, active. It's the only policy.
[CUSTOMER][NEUTRAL] Give me, give me 11 moment only.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Do you have the claim number, ma'am?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Please give me the claim number.
[AGENT][NEUTRAL] Claim number is.
[AGENT][NEUTRAL] 3554725
[CUSTOMER][NEUTRAL] 4725.
[CUSTOMER][NEUTRAL] OK, for the same patient, I have 2 more data service. Could you please give me the claim number?
[AGENT][NEUTRAL] OK, what's the date of service?
[CUSTOMER][NEUTRAL] The data services [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] Uh, that claim is 354-024-8.
[CUSTOMER][NEUTRAL] And the last uh data service is uh 115-2024.
[AGENT][NEUTRAL] Uh, that claim is 353-432-5.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye any reference number?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You