AccountId: 011433970860
ContactId: 0b248713-ecdc-4438-a9fa-bdc908d585fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342420 ms
Total Talk Time (AGENT): 110605 ms
Total Talk Time (CUSTOMER): 175505 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0b248713-ecdc-4438-a9fa-bdc908d585fb_20250317T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, morning. This is [PII] calling from office. Just gonna claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] I can verify.
[CUSTOMER][NEUTRAL] Yes, the policy number is going to be, just give me one second here.
[CUSTOMER][NEGATIVE] just slowed a bit.
[CUSTOMER][NEUTRAL] What about you?
[CUSTOMER][NEUTRAL] The policy number is D as in Delta 41203335.
[AGENT][NEUTRAL] That is not our policy number. Do you have the social security number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Uh it's uh [PII], I'm sorry about that, [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's first and last name along with the date of birth?
[CUSTOMER][NEUTRAL] Oh, we have the patients first and last name.
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that did not pull up with the social security number?
[CUSTOMER][NEUTRAL] Mm, I happen to have another contact, another subscriber number. Just verify the 3. Is it [PII]. Can you alsoify with the subscriber ID.
[AGENT][NEUTRAL] And the date of birth is [PII]. Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The services. [PII]. As for the bill amount is 3, yeah, go.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Can you repeat the data service?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] Um, $362 362 dollars even.
[AGENT][NEUTRAL] Thank you for future reference information at our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Still searching, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This processed under claim number 3526485.
[AGENT][NEGATIVE] And it looks like no benefits were payable. One moment and I'll pull it up.
[AGENT][NEUTRAL] So it looks like 4 99214, that one denied as the outpatient max met, so they're only allowed 5 visits.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So they're only allowed 5s.
[AGENT][NEUTRAL] And the max was met for that one.
[CUSTOMER][NEUTRAL] Yeah, OK. And uh, I put down that information here, but can you verify whether you are the primary on the rental service or there is another, another insurance primary.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I need to know what's exactly the primary for this number.
[CUSTOMER][NEUTRAL] On the data services.
[AGENT][NEUTRAL] Who is the primary?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if the.
[CUSTOMER][NEUTRAL] Of course I.
[AGENT][NEUTRAL] Let me see if the EOB was attached to this claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the orders of the.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] There was no EOB attached to this claim. So we only know when the EOB is submitted with the claim.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So you guys cannot know whether you are the primary or the secondary, am I correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm. And your American public life, am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, OK, can I get the call reference number?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, OK, thank you.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm. No. And you don't know.
[AGENT][POSITIVE] Thank you for calling American Public.
[CUSTOMER][NEUTRAL] Yeah, OK, sir.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 514.