AccountId: 011433970860
ContactId: 1407bcb5-2c36-4921-ad7f-5edca089f1ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192720 ms
Total Talk Time (AGENT): 53953 ms
Total Talk Time (CUSTOMER): 88810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1407bcb5-2c36-4921-ad7f-5edca089f1ea_20250613T17:54_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, [PII]. This is [PII] calling from provider office to check on a claim clarification.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Just a moment. The policy number is 0188588889.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] I have for this patient I have total 4 data services and the first one is [PII]. Total charge amount is $35 even.
[CUSTOMER][NEGATIVE] And also I checked in portal um the claim stated like it was denied as.
[CUSTOMER][NEUTRAL] Non-covered service the submitted coverage was after the
[CUSTOMER][NEUTRAL] Like you know.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] Uh yes, 3608515.
[CUSTOMER][NEUTRAL] Like service, yeah, service received uh after the coverage terminated.
[AGENT][NEUTRAL] Yes, it looks like this plan term 12-1-2022, and there is no active policy on file.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] So the $35 is that the total bill amount or is that patient's responsibility?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Um, can I have the effective and the term date once again, please?
[AGENT][NEUTRAL] Policy is effective [PII]. Policy term 12-12022.
[CUSTOMER][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] And after that the patient did updated any new policy?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Call reference number. Can I get the call reference number, please?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it from my end. Thank you so much for patiently guiding me. You have a wonderful day ahead and stay safe. Bye for now.
[AGENT][POSITIVE] Thank, thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Happy weekend.