AccountId: 011433970860
ContactId: 08b1b42e-a53d-4089-a22a-d5a9981e4275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399209 ms
Total Talk Time (AGENT): 116607 ms
Total Talk Time (CUSTOMER): 181157 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/08b1b42e-a53d-4089-a22a-d5a9981e4275_20250402T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from APR Healthcare on a recorded line. Can you please help me with the claim status information?
[AGENT][NEUTRAL] Could you spell your name for me please?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. It's [PII], my last name is [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. The callback number would be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure. Just, just a moment. I have a new policy number for this person. It is 2467.
[CUSTOMER][NEUTRAL] 682.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] May I know when it is active for this person?
[CUSTOMER][NEUTRAL] From when this policy date was active. I want to know the date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're needing eligibility for this member?
[CUSTOMER][NEUTRAL] Actually, previously, I came on call which stated me there was a new policy number updated for this person.
[CUSTOMER][NEUTRAL] So she gave me the date, but I forgot to take the effective date when, when it was updated.
[AGENT][NEUTRAL] OK, and may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Last name would be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for [PII] is that [PII]?
[AGENT][NEUTRAL] Is that how you pronounce your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling in for the eligibility?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I want to know when this policy was, uh, number was active because they updated the policy number, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, and for the eligibility it does show that this policy effective date is [PII] and currently active.
[CUSTOMER][POSITIVE] So [PII], it was active. Thank you, thank you so much for the information. Uh, shall I, can you please help me out with the next person I have?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so you don't need a status of claim for this member?
[CUSTOMER][NEUTRAL] No, no, I need just the effective date for this person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have, you're welcome. May I have the next policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So, the next policy number would be 0242.
[CUSTOMER][NEUTRAL] Just a moment. 42301.
[AGENT][NEUTRAL] And that is 02422301?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm pulling it up for you now.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the patient's first name is [PII]. The last name would be [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And how may I assist you on this number?
[CUSTOMER][NEUTRAL] Could you please help me with the claim status information?
[AGENT][NEUTRAL] Yes, may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII].
[CUSTOMER][NEUTRAL] The bill amount $941 with 20 cents.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this claim, it shows that it processed and it denied that durable medical equipment is not covered under this patient's plan and for the claim number that is 349.
[AGENT][NEUTRAL] 3715.
[AGENT][NEUTRAL] That claim was processed on [PII].
[CUSTOMER][NEUTRAL] Could you please repeat the claim number once again?
[AGENT][NEUTRAL] Yes, the claim number is 349.
[AGENT][NEUTRAL] 3715.
[CUSTOMER][NEGATIVE] Uh, durable medical equipment is not covered for this person just stating me, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much. Can we delete to the patient then?
[AGENT][NEUTRAL] That is to providers discretion.
[CUSTOMER][NEUTRAL] It's just stating me this provider wish to be the patient or not, right?
[AGENT][NEUTRAL] That's the provider's choice, yes.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the information. Uh, can you please help me out with the call reference number for the call?
[AGENT][NEUTRAL] Yes, the call reference will be my first name [PII], which is spelled [PII], and today's date. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you. Thank you so much for the information and have a good day too. Bye for now.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.