AccountId: 011433970860
ContactId: e9fb7d89-1a91-40fc-b7c9-83e918af30f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290500 ms
Total Talk Time (AGENT): 117383 ms
Total Talk Time (CUSTOMER): 114274 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/e9fb7d89-1a91-40fc-b7c9-83e918af30f8_20250604T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you. [PII]. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that uh policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] W as in Whiskey, oh sorry, 01987066.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] The [PII], I mean [PII], [PII].
[AGENT][NEUTRAL] Uh, I'm sorry, could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Got it. OK, thank you. So I will tell you that this policy terminated [PII]. Did you still want me to check to see if we received this claim?
[CUSTOMER][NEUTRAL] Uh, [PII]. Actually, uh, we have a seat in UB.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] [PII]. OK. We have received denial for this getting on.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Non-covered charges. Uh, could you, could you provide me the claim number?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] Yes, was this for the billed amount of $1,121.71?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah. All right. Give me just a moment.
[AGENT][NEUTRAL] OK, that claim number is 34.
[AGENT][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 182.
[CUSTOMER][NEUTRAL] 182.
[AGENT][NEUTRAL] Yeah, 349-818-2.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I just for the confirmation. Let me tell me, can I tell the CPT codes which is mentioned the claim form because you'll be a little bit confusing.
[AGENT][NEGATIVE] Uh, it is confusing. It, it put us non-covered, um, simply because the, um, the policy was terminated so that there was no um active coverage during this time of service.
[CUSTOMER][NEUTRAL] To verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So the claim number is 359-818-2.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And the policy is effective date and term date is, could you repeat that again?
[AGENT][NEUTRAL] Uh, effective date for this policy was [PII]. That term date again was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when was the last COB update?
[AGENT][NEUTRAL] Uh, the last time we received was this one that was, uh, [PII] was when this one processed, uh, [PII].
[CUSTOMER][NEUTRAL] So the COB update was [PII]. OK. And when was the claim denied?
[AGENT][NEUTRAL] That was uh that that was the denied date [PII].
[CUSTOMER][NEUTRAL] OK. I, I asked you the coordination of benefits update date.
[AGENT][NEGATIVE] Oh, sorry, uh, there is no coordination of benefits.
[CUSTOMER][NEUTRAL] OK, got it. um.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] So, uh, the call reference number for this thing?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Could you please tell me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no problem, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.