AccountId: 011433970860
ContactId: ff9466d2-048a-4fe7-bbb2-0ed62a40da5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441600 ms
Total Talk Time (AGENT): 96207 ms
Total Talk Time (CUSTOMER): 121231 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ff9466d2-048a-4fe7-bbb2-0ed62a40da5b_20250415T12:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on the status of the claim that was submitted.
[AGENT][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Um, hello?
[AGENT][NEUTRAL] Yeah, I can barely hear you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, that's better. Your name?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] It's better, your name?
[CUSTOMER][NEUTRAL] Uh hi my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, my name is [PII]. I'm, yes, I'm calling from provider's office to check on the status of the claim.
[AGENT][NEUTRAL] OK, I can assist you, uh, [PII] with the claim status. What's the policy number?
[CUSTOMER][NEUTRAL] Sure, just a second here. Policy number I do have here one moment here.
[CUSTOMER][NEGATIVE] Just a second, my system has been stuck. One moment here.
[CUSTOMER][NEUTRAL] Just one second here.
[CUSTOMER][NEUTRAL] So the member ID number I do have here with this.
[CUSTOMER][NEUTRAL] 1896483.
[AGENT][NEUTRAL] 1896483
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] line.
[AGENT][NEGATIVE] OK, you're cutting in and out and I can barely hear you again. Can you repeat the phone number?
[CUSTOMER][NEUTRAL] Sure. Uh, it's [PII] direct line.
[AGENT][NEUTRAL] [PII] and you said that's a direct line?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the phone number that register is [PII]. Is that a valid number as well?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it's uh [PII] sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient's name is uh [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] What's the birth year?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said you're checking claim status, can you provide the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Date of service is [PII].
[AGENT][NEUTRAL] The total charge?
[CUSTOMER][NEUTRAL] It is $880 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah well
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said your name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Initial to your last name [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][NEUTRAL] Claim was received [PII], processed [PII].
[AGENT][NEUTRAL] And no payment was made. The date of service is after the policy termination date.
[CUSTOMER][NEUTRAL] OK, what is the member's policy effective date and term date?
[AGENT][NEUTRAL] I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] And the policy is no longer active as of [PII].
[AGENT][NEUTRAL] And I do have the claim number if you would like the claim number.
[CUSTOMER][NEUTRAL] Yes, what is the claim number?
[AGENT][NEUTRAL] It's 351-221-2.
[AGENT][NEUTRAL] And you can also check status online at.
[CUSTOMER][NEUTRAL] It's 3
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Sorry to interrupt you.
[AGENT][NEUTRAL] The claim number is 351.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 2214.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, no, OK, what will be the reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] OK. [PII], I just want to know uh is there any other policies active for the date of service?
[AGENT][NEGATIVE] No, no active coverage.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][POSITIVE] OK, there is no any. OK, got it. Thank you so much, [PII], for your assistance. Have a great rest of your day. Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.