AccountId: 011433970860
ContactId: 146b19f6-98cd-4c7a-9730-0670b28ec481
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196179 ms
Total Talk Time (AGENT): 68016 ms
Total Talk Time (CUSTOMER): 98089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/146b19f6-98cd-4c7a-9730-0670b28ec481_20250404T12:58_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Holy Cross Medical Group about a patient's claim.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on today?
[CUSTOMER][NEUTRAL] 01602339 M as in Mary, L as in Lima 8
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm gonna spell the last name of [PII]
[AGENT][NEUTRAL] OK, the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying uh the policy and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The data service I'm checking is [PII]. I've received a um EOB from you which states duplicate, but I do not have the original claim processing information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see the duplicate claim. Looks like we received this claim originally on [PII] and processed it on [PII]. Uh, it looks like the claim was denied. This policy, uh, does not cover services rendered in the physician's office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I get a claim number?
[AGENT][NEUTRAL] Yes ma'am, claim number is 3562067.
[CUSTOMER][NEUTRAL] 2067. OK, I'm gonna see if I can pull that in your portal. I didn't have a claim number, so I couldn't pull it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 3562067
[CUSTOMER][NEUTRAL] Patient's first name is.
[CUSTOMER][NEUTRAL] Patient's date of birth.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Looks like I did find it, so I have everything I need. Hang on, it's still loading. I just wanna be sure before I hang up with the way my day has gone so far, who knows what's gonna pull up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, no problem. I understand.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] While I'm waiting, can I get a reference number from you?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. Oh, looks like it.
[CUSTOMER][NEUTRAL] Download it.
[CUSTOMER][POSITIVE] And I have it. Thank you so much. I do appreciate your help today.
[AGENT][POSITIVE] OK, you're welcome, [PII]. You have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Mhm, bye.
[AGENT][NEUTRAL] Bye bye.