AccountId: 011433970860
ContactId: f9604907-38b2-483f-af50-f803c09fae6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267440 ms
Total Talk Time (AGENT): 86571 ms
Total Talk Time (CUSTOMER): 69970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f9604907-38b2-483f-af50-f803c09fae6d_20250307T15:27_UTC.wav
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[CUSTOMER][NEGATIVE] So still infection.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and my initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Am I audible?
[AGENT][NEUTRAL] Yeah, how can I help, [PII]?
[CUSTOMER][NEUTRAL] Yeah, could you help me with the claim status?
[AGENT][NEUTRAL] Yeah, I'm happy to check on a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 00907483.
[AGENT][NEUTRAL] All right, let me pull this up here. One moment, please.
[CUSTOMER][POSITIVE] Yes. Take your time.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] The of service is [PII].
[AGENT][NEUTRAL] Alright, and what is the bill amount?
[CUSTOMER][NEUTRAL] The the total bill amount is $184.07 even.
[AGENT][NEUTRAL] $184.07.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, [PII]. Are you there?
[AGENT][NEUTRAL] Yep, I'm still here.
[AGENT][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like we did receive this claim.
[AGENT][NEUTRAL] Uh, looks like the claim was received on [PII].
[AGENT][NEUTRAL] Uh, the claim was denied on the same date, [PII].
[AGENT][NEGATIVE] Denial reason was services were rendered after the coverage was terminated.
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yeah, so the coverage has been terminated for this claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I understand. Yeah. May I have the policy effective date and termination date?
[AGENT][NEUTRAL] Effective date was [PII].
[AGENT][NEUTRAL] Termination date was [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Yeah, OK. So I would like to know that. Is there any other secondary insurance available for this number?
[AGENT][NEUTRAL] Not with us at this time.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][POSITIVE] Thank you so much for that information. Can I have the
[CUSTOMER][NEUTRAL] Claim number and the call reference number.
[AGENT][NEUTRAL] Claim number is 353.
[AGENT][NEUTRAL] 831 8.
[AGENT][NEUTRAL] And the call reference is going to be my name with my last initials in today's date. My name is [PII], that is spelled [PII].
[CUSTOMER][NEUTRAL] OK. Can I
[AGENT][NEUTRAL] My last initial is [PII], and then today's date, [PII].
[CUSTOMER][POSITIVE] OK great thank you so much for your assistance. Hope you have a great rest of your day.
[AGENT][POSITIVE] You too. Take care, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah