AccountId: 011433970860
ContactId: f2816b07-fe73-42cc-9230-ebf602ba63f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293679 ms
Total Talk Time (AGENT): 75687 ms
Total Talk Time (CUSTOMER): 53660 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f2816b07-fe73-42cc-9230-ebf602ba63f4_20250325T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. My name is [PII] and I'm calling from the private office, and recently I'm checking the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can I please get your call back number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Policy number is 02265613. My name is [PII], with the date of birth is [PII].
[AGENT][POSITIVE] Thank you. Let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] It is [PII]. The amount is $462.01.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] Mm mm mm $384.99.
[AGENT][NEUTRAL] OK, and can you please give me the name of the facility?
[CUSTOMER][NEUTRAL] Sleep remedies LLC.
[AGENT][NEUTRAL] What was that again, please? Can you repeat that?
[CUSTOMER][NEUTRAL] Sleep, Sleep Remedies LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back, Miss [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. I do have the client number for you.
[AGENT][NEUTRAL] The claim number is 3.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's 355-726-8.
[AGENT][NEUTRAL] The claim was denied because the policy is no longer active and the services were rendered after the termination date, but I do have an active policy number that you can refile on.
[AGENT][NEUTRAL] That you can resubmit on. Let me give you that good policy number.
[AGENT][NEUTRAL] It's 25
[CUSTOMER][NEUTRAL] Under the American
[AGENT][NEUTRAL] Yes, yes, under APL.
[CUSTOMER][NEUTRAL] Under the same insurance?
[AGENT][NEUTRAL] Yes, but it's a different policy number.
[CUSTOMER][NEUTRAL] OK. What is the policy number?
[AGENT][NEUTRAL] 256-656-0.
[CUSTOMER][NEUTRAL] Thank you. And uh what is the call reference number?
[AGENT][NEUTRAL] You can use my name, [PII] and today's date.