AccountId: 011433970860
ContactId: e899262c-6ec1-40f1-b353-7d8f8dfb6d35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330200 ms
Total Talk Time (AGENT): 83045 ms
Total Talk Time (CUSTOMER): 80711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e899262c-6ec1-40f1-b353-7d8f8dfb6d35_20250611T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is calling from provider office to check the claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get your name one more time, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] The member ID, right?
[AGENT][NEUTRAL] Um, it will say policy certificate number.
[CUSTOMER][NEUTRAL] 2 days.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] 131380982 ML 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah. The patient name, [PII], and the date of birth, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Mm. The date of service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 02202025.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Sorry, I don't have a claim number.
[AGENT][NEUTRAL] Oh, that's OK. I can look it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said 02202025?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] February 2727.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, one moment.
[AGENT][NEUTRAL] And what is the hospital name?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] ER [PII].
[AGENT][NEUTRAL] What was it?
[AGENT][NEUTRAL] Just the name. I don't need the address.
[CUSTOMER][NEUTRAL] The hospital name, the facility name.
[AGENT][NEUTRAL] Yes, the hospital name.
[CUSTOMER][NEUTRAL] Yeah. Uh, yeah, Sat one Hospital.
[AGENT][NEUTRAL] What was the total bill amount?
[CUSTOMER][NEUTRAL] Yeah same.
[CUSTOMER][NEUTRAL] Um, $596 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we processed that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3609984.
[AGENT][NEUTRAL] And it looks like that claim was denied.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Um, their coverage was no longer active at the time of service, so their claim was denied.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know, uh, can I get the call reference number?
[AGENT][NEUTRAL] Sure, we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] OK.