AccountId: 011433970860
ContactId: fd6815c4-a03f-4b7c-9453-12748f702d76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 96908 ms
Total Talk Time (CUSTOMER): 76924 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/fd6815c4-a03f-4b7c-9453-12748f702d76_20250219T23:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling you from the provider's office to check on a denied claim. I have a clarification. Could you help me with that?
[AGENT][NEUTRAL] Sure, I can look at that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] The member's ID is 02271388.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. uh do you have that claim number?
[CUSTOMER][NEUTRAL] The claim number.
[CUSTOMER][NEUTRAL] Its 352-408-0.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, it looks like that claim number was actually a duplicate for the original. So give me just a moment, excuse me, just a moment. I will try to find that original claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did find that original claim [PII], um, we were unable to pay a benefit as the services were rendered after coverage was terminated, uh, this policy did terminate [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I could give you that original claim number if you need that.
[CUSTOMER][NEUTRAL] It's first.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, it's 347-841-5.
[AGENT][NEUTRAL] And if you'd like I can send you a copy of this EOB as well.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, what's that fax number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] Attention to [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][NEUTRAL] OK, OK, I'm gonna read that fax number back to you just to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK, I will go ahead and get that sent to you um was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Uh, you said that the term date is on [PII]. May I know the effective date of the plan?
[AGENT][NEUTRAL] That's correct. Yeah, the effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh yeah, before.
[CUSTOMER][NEUTRAL] Yeah, that's all for this claim. Could you help me with, could you spell your name for the notes?
[AGENT][NEUTRAL] Yeah, it's [PII] last initial is A.
[CUSTOMER][NEUTRAL] And uh may I know the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, well, that's all for me. Thank you so much for that information, [PII], and uh have a great day.
[AGENT][POSITIVE] OK, yeah, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye