AccountId: 011433970860
ContactId: efad398f-ec47-4b49-935d-3254028738ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238500 ms
Total Talk Time (AGENT): 85383 ms
Total Talk Time (CUSTOMER): 95791 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/efad398f-ec47-4b49-935d-3254028738ef_20241231T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, hope this side. I'm calling from the provider office. Regarding the status of the claim.
[AGENT][POSITIVE] Yeah, sure, I can assist you with claim status. May I have your name one more time?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and the initial name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02268309 M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] is the name of the patient. [PII] is the patient's date of birth.
[AGENT][NEUTRAL] Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII]. Total bill amount is $125 even.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. And that was um September 6th [PII] for 125.
[CUSTOMER][NEUTRAL] Yeah. May I know your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much for the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me check one more time. I did not find it.
[AGENT][NEUTRAL] What is the CPT code procedure code?
[CUSTOMER][NEUTRAL] Office visit, 99213.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, it's not on file.
[CUSTOMER][NEUTRAL] OK. What is the patient policy effective date?
[AGENT][NEUTRAL] OK, this policy was effective from
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] OK, [PII] and it terminated [PII], and there is no other policies available for this member.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, you said, uh, policy is terminated on which date? July?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] of, OK.
[CUSTOMER][NEUTRAL] And there's no reactivation date of the policy?
[AGENT][NEUTRAL] No, there's no other policies either.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please provide me the call reference number for our call?
[AGENT][NEUTRAL] We don't have a reference numbers, you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Have a great day and [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You as well. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, this is the only patient I have.
[AGENT][POSITIVE] Mhm thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Mm.