AccountId: 011433970860
ContactId: fc95bfda-8649-4583-8db6-df6cf88fefe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189679 ms
Total Talk Time (AGENT): 83435 ms
Total Talk Time (CUSTOMER): 149549 ms
Interruptions: 15
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/fc95bfda-8649-4583-8db6-df6cf88fefe7_20250228T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL speaking. May I help you? Hi, my name is [PII] and I'm calling from University of Penn Medical Group in reference to a claim.
[AGENT][NEUTRAL] OK, I can verify the claim status for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, well I can verify the claim status for you, Ms. [PII], and what is the policy number, please? 02254926
[CUSTOMER][NEUTRAL] Now
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] And do you have a callback number in case the call drops? [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, and the patient's name, date of birth? [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] OK, and what was the date of service and the amount of the charge? $61424221 OK.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And while I look up claim information just to let you know we do have an online service.
[CUSTOMER][NEUTRAL] And while I look up claim information just to let you know we do have an online service.
[AGENT][NEUTRAL] Where providers can check claim status as well as print out the e.
[CUSTOMER][NEUTRAL] Where providers can check claim status as well as print out thee.
[AGENT][NEUTRAL] And it's at [PII].
[CUSTOMER][NEUTRAL] And it's at [PII].
[AGENT][NEUTRAL] And you're calling from again?
[CUSTOMER][NEUTRAL] And you're calling from again? University of Penn Medical Group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I show that claim processed as, um, our records indicate that premium for this service date was not received, therefore benefits are not payable.
[CUSTOMER][NEUTRAL] Uh, I show that claim process says.
[CUSTOMER][NEUTRAL] Um, our records indicate that premium for the service state was not received. Therefore, benefits are not payable. OK.
[CUSTOMER][NEUTRAL] Is there a claim number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It is 347-6340.
[CUSTOMER][NEUTRAL] Yes, ma'am, it is 3,476,340. 347, I'm sorry 340.
[AGENT][NEUTRAL] 6340.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when did that policy turn?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Sure, termination date of [PII].
[CUSTOMER][NEUTRAL] So a termination date of [PII]? OK.
[CUSTOMER][NEUTRAL] Um, can you fax me a copy of that EOB?
[AGENT][NEUTRAL] Sure. What's your fax number?
[CUSTOMER][NEUTRAL] Sure, what's your fax number's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] OK, that's [PII]. Correct.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments, Ms. [PII]. Uh, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK, I will send this off to you in a few moments, Ms. [PII]. Uh, is there anything else I can assist you with? Um, yeah, I have one more question on that EOB, is that the only patient that's on the EOB?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, is there a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, can I get the correct spelling of your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so very much. You have a good rest of your day and a great weekend.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Uh, you too, Ms. [PII], and thanks for calling APL.