AccountId: 011433970860
ContactId: eaef3cf3-bb3a-4c8c-b55b-f129ce5c8093
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153300 ms
Total Talk Time (AGENT): 82872 ms
Total Talk Time (CUSTOMER): 61689 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/eaef3cf3-bb3a-4c8c-b55b-f129ce5c8093_20250117T15:36_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, my name is [PII]. I'm calling with Houston Methodist Sugarland Hospital. I was calling in reference to uh, excuse me, I did not. Excuse me.
[AGENT][NEUTRAL] I've been doing that this morning too, so you're fine.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Doesn't happen till we get on the phone, right?
[CUSTOMER][POSITIVE] Yeah, I would do, would do that.
[AGENT][NEUTRAL] Well, Ms. [PII], it would be a pleasure to assist you with that denial claim information. What is a good callback number?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII]. Can you spell your name [PII]?
[AGENT][POSITIVE] Yes ma'am, and you get a star for the day.
[CUSTOMER][POSITIVE] OK thanks
[AGENT][NEUTRAL] Not many people can do that. I mean, spell my name.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Ms [PII].
[CUSTOMER][NEUTRAL] Yeah, it's different ways to spell it.
[AGENT][NEUTRAL] Exactly, everything. And what is, do you have the patient's policy number or the claim number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the claim number is 352-9174.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and that was for data service 10-1724?
[CUSTOMER][NEUTRAL] Uh, 1017, 1017 24 for 5,0202.
[AGENT][NEUTRAL] And didn't
[AGENT][NEUTRAL] And denied his services were rendered after the policy termed.
[CUSTOMER][NEUTRAL] And I need to receive a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I need to receive date and then the not date as well.
[AGENT][NEUTRAL] OK, I can help you with that. Uh this claim, [PII] was received on [PII] and processed on [PII], and it was denied because the services were rendered after the policy turned.
[AGENT][NEUTRAL] [PII]'s policy turned on 71-2024.
[CUSTOMER][NEUTRAL] OK, that's uh.
[CUSTOMER][NEUTRAL] Coverage uh term on 7124.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, do you get call reference numbers?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and the first initial of my last name is [PII], and it was a pleasure to assist you with that claim denial. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no, that's it for today. Thank you so much. I appreciate it you have a nice weekend.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL and it was a pleasure to assist you with that claim information. Take care.
[CUSTOMER][POSITIVE] I'm here. You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.