AccountId: 011433970860
ContactId: f3c0aa6a-ecb5-4c22-9037-08008e015df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198100 ms
Total Talk Time (AGENT): 67123 ms
Total Talk Time (CUSTOMER): 63116 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f3c0aa6a-ecb5-4c22-9037-08008e015df2_20250221T22:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So, hey, uh, my name is [PII]. I'm calling from a facility trying to get a secondary claim status update. I was able to pull it on the portal, denying as a duplicate, but I'm not showing another claim on file for [PII], so I need to see what's going on.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims is not account. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, policy number is
[CUSTOMER][NEUTRAL] Oh my [PII], where did it go?
[CUSTOMER][NEUTRAL] I just lost myself with it. Hold on one second. There it is, uh, 01387933.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII] [PII] or no, I don't know how to pronounce the last name 93-2024.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, part 4, right, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so the original claim was received on [PII], process [PII], and it was denied stating that the service was rendered after coverage was terminated. Um, let me give you the claim number so you can pull it up.
[AGENT][NEUTRAL] The claim number is 351-67777.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see and this is for.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And what was the termination date.
[AGENT][NEUTRAL] All right, it is.
[AGENT][NEUTRAL] One moment, let me get that date.
[AGENT][NEUTRAL] The effective date of the policy was [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] It terminated on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh man, they just missed out, OK.
[CUSTOMER][NEUTRAL] Alright, can I get a call reference number please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We, we don't have reference numbers. You can use my name into the state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Nope, that's it thank you very much have a great rest of your day.
[AGENT][POSITIVE] Thank you you as well and thank you for calling APL bye bye Miss [PII].