AccountId: 011433970860
ContactId: f1d15062-9b8d-4074-988d-e1620a9f5fe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395380 ms
Total Talk Time (AGENT): 90050 ms
Total Talk Time (CUSTOMER): 137699 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f1d15062-9b8d-4074-988d-e1620a9f5fe0_20250116T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling for the provider, Crestor Physician Services LLC. Please note this call will be recorded and monitored for quality and training purposes. I'm calling to check on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Uh, can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII] and last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] It is 02431948.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, and then what is the data service for [PII]?
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII] and total charges is $561 even.
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It is Crescent, I'm sorry, Crestor, Crestwood physician services LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I pull in this claim for you, and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII], back with you again. So I did find the claim. The claim number is 3512996.
[CUSTOMER][NEUTRAL] Yes, sure. Yeah, OK.
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim was denied because the policy was inactive.
[CUSTOMER][NEUTRAL] OK. Uh, could you please help me with the denied date and receive date of the claim? Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is, we received it on [PII].
[AGENT][NEUTRAL] And processed it and processed it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the patient's policy effective date and the termination date?
[AGENT][NEUTRAL] Yes, the effective date is [PII], and the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, just a moment. Uh, OK, got that. So after that person policy, uh, did, did you go after termination, do you see any active, uh, insurance for this patient after termination?
[AGENT][NEUTRAL] Let me check for you. No, ma'am, there is no active policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. Just a moment uh let me check if I have any other insurance by chance.
[CUSTOMER][NEUTRAL] Please give me a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Check with this which is.
[CUSTOMER][NEUTRAL] ACS.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You told that policy uh got terminated on [PII], right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. Thank you so much for that information, [PII]. And, and could you please help me with the call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, try.
[CUSTOMER][POSITIVE] Thank you so much [PII]. Thank you so much for your assistance. Have a great day and happy [PII].
[AGENT][POSITIVE] Thank you happy [PII] to you Miss [PII] you have a beautiful day thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye ma'am.