AccountId: 011433970860
ContactId: eaf89d98-51b1-4561-8094-246c50cdf579
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237820 ms
Total Talk Time (AGENT): 59167 ms
Total Talk Time (CUSTOMER): 62551 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/eaf89d98-51b1-4561-8094-246c50cdf579_20250430T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII]. I'm calling from doctor's office and have a claim inquiry.
[AGENT][NEUTRAL] OK, [PII]. Happy to check on a claim. Do you have the policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah, the policy number is.
[CUSTOMER][NEUTRAL] 02218491 M. Mike Lima 8.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Fill them out.
[CUSTOMER][NEUTRAL] $273.60.
[AGENT][NEUTRAL] Thank you. So we did receive a claim for the state of service. Uh, claim was received [PII].
[AGENT][NEUTRAL] Claim was denied [PII].
[AGENT][NEUTRAL] Uh, services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When the service, uh, when the coverage was terminated, terminated on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, uh, [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, ma'am. What's the claim number?
[AGENT][NEUTRAL] 357-825-8
[CUSTOMER][NEUTRAL] Ma'am, I have one more data service, so you can just give me the claim number only for the same patient.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII] for the billed amount, $371.88.
[AGENT][NEUTRAL] Claim number 3582724.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, ma'am. And what's the call reference number?
[AGENT][NEUTRAL] That would be my name with the initial to my last name and today's date. My initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, sir. I really appreciate the way you helped me. So nice of you. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Bye bye.