AccountId: 011433970860
ContactId: 0bbdc02c-7794-4bb0-a0c1-5554777a1430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156399 ms
Total Talk Time (AGENT): 51983 ms
Total Talk Time (CUSTOMER): 68640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0bbdc02c-7794-4bb0-a0c1-5554777a1430_20250422T15:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial [PII]. I'm from provider's office and I'm looking for a claim denier reason. Can you please help me with that?
[AGENT][NEUTRAL] Sure. Could I get a callback number, [PII]?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And extension is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 951-36.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the information and you did say you were calling for claim status or a claim denial reason. What is the data service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Data services [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the amount $180 even 180.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim, uh, received this claim denied. The policy does not cover lab test.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] See um.
[CUSTOMER][NEUTRAL] Policy does not cover the lab test. OK, so can you bill $30 to patient?
[AGENT][NEUTRAL] That is up to the provider. We do not determine patient responsibility.
[CUSTOMER][POSITIVE] Got it. No problem. Thank you. And can you please provide me claim number also?
[AGENT][NEUTRAL] Yes, sir. The claim number is 3569519.
[CUSTOMER][POSITIVE] Got it. Thank you so much for your help. And can I get call reference number, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.