AccountId: 011433970860
ContactId: f6e897a3-5e3d-4d35-b205-8851a92010d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176080 ms
Total Talk Time (AGENT): 87092 ms
Total Talk Time (CUSTOMER): 82045 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f6e897a3-5e3d-4d35-b205-8851a92010d1_20250110T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm looking for a claim status calling from the products office.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status. What is your name again, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] [PII], thank you. And a callback number please, [PII].
[CUSTOMER][NEUTRAL] Mhm, it is [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02519478
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Data of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount, please, sir?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] $148 even.
[AGENT][NEUTRAL] All right, thank you and what is the facility name?
[CUSTOMER][NEUTRAL] Pennsylvania urgent Care Center.
[AGENT][NEUTRAL] Alright, thank you. Well, [PII], I can help you with that claim status. We did receive the claim on [PII].
[CUSTOMER][POSITIVE] Yeah yeah I can get one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It was processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim was denied because the services were rendered after the policy turned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The patient's policy turned on 10-124.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Do you see any other active policies on the date of service?
[AGENT][NEUTRAL] Not with, yeah, not with our company and I can provide that claim number if you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready for that.
[AGENT][NEUTRAL] The claim number is 354.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] 5520.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I call up from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] CIA
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day.
[AGENT][POSITIVE] My pleasure. Well, [PII], thank you for calling APL. I hope you have a wonderful afternoon and a happy weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh, I don't know. Not a problem. Can I move to the next question.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Communication