AccountId: 011433970860
ContactId: 132e3e9c-0560-4b39-89a4-4f0ee030222c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268619 ms
Total Talk Time (AGENT): 111243 ms
Total Talk Time (CUSTOMER): 140487 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/132e3e9c-0560-4b39-89a4-4f0ee030222c_20250214T18:38_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, my name is [PII] calling on behalf of Women's Care Florida to check on claims. Can you spell your name for documentation, please?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. It's 01372271, M like Mary and Lima number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII] with no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] It's for [PII] for the charge amount $443 even.
[AGENT][NEUTRAL] I'm sorry, what was the month?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] $443 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You stated is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Public
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Looks like it processed under claim number 3539409. It looks like the policy terminated, there is no active policy on file. So it looks like this plan termed on [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you please help me with the policy effective and termination date, please?
[AGENT][NEUTRAL] Policies effective [PII]. Policy term [PII].
[CUSTOMER][NEUTRAL] And after [PII], is there any other insurance active for this patient?
[AGENT][NEUTRAL] There is no active policy after [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] So the claim has been denied for uh which what reason the TFL has been crossed?
[AGENT][NEUTRAL] Policy terminated. Services rendered, yes, services rendered after policy term.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. So, when was the claim received and denied?
[AGENT][NEUTRAL] Claim was received on [PII]. It denied on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you so much for this information. And can you please write the explanation of benefit, please?
[AGENT][NEUTRAL] Yes, may I have a fax number?
[CUSTOMER][NEUTRAL] OK. It's going to be [PII].
[CUSTOMER][NEUTRAL] Attention to my name, [PII].
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] Um, so the
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Last name [PII].
[AGENT][POSITIVE] Thank you. I'll fax it over [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so when we will receive the UB?
[AGENT][NEUTRAL] As long as it takes to transmit over, I'm sending it right now.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information. Can you please uh help me with the reference number, please?
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, [PII]. It's a nice name and uh thank you so much for the giving information from your end. I really appreciate the call. Happy [PII] and uh happy weekend too.
[AGENT][POSITIVE] Thank you and thank you for calling American Public Life, or you have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.