AccountId: 011433970860
ContactId: 10281c90-518d-41c9-a525-763287b146bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229119 ms
Total Talk Time (AGENT): 70867 ms
Total Talk Time (CUSTOMER): 65120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/10281c90-518d-41c9-a525-763287b146bc_20250226T15:43_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] Hey there, it's [PII] with Tennessee Oncology, and I just needed to check on uh 3 claims on a patient for for medical.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII] and that's correct.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is.
[CUSTOMER][NEUTRAL] D as in dog 41601684
[AGENT][NEUTRAL] OK, that one's not our policy number.
[AGENT][NEUTRAL] May I have the member's social or?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] The first and last name and could you spell it for me please?
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Um, yeah, give me one second. I'll look another place and see if I can. I'm sorry, um, the ID number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and it's [PII] 925-68.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for status of some claims. May I please have the date of service?
[CUSTOMER][NEUTRAL] Uh huh, the first one is [PII]. total claim, um, billed was $874.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on online 26 or 24.
[AGENT][NEUTRAL] I apologize, it was processed on [PII]. We received it on [PII].
[AGENT][NEUTRAL] For that claim, claim number is 350.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] 06, that claim process and it shows that it denied that the policy was not active at the time of service. This policy term date is [PII].
[CUSTOMER][NEUTRAL] OK dokey, um.
[CUSTOMER][NEUTRAL] And that would explain the other ones.
[CUSTOMER][NEUTRAL] Um, OK, um, do you care to spell your name for me please, ma'am?
[AGENT][NEUTRAL] Yes, it is spelled [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Perfect alright well thank you so much for the information and I hope you have a good rest of your day.
[AGENT][POSITIVE] You're so welcome and thank you so much for calling American Public Life. You have a great rest of your day as well.
[CUSTOMER][POSITIVE] Thanks bye bye.