AccountId: 011433970860
ContactId: 168de6c6-5ae9-4d1a-ad11-46838e016e55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154699 ms
Total Talk Time (AGENT): 56518 ms
Total Talk Time (CUSTOMER): 47697 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/168de6c6-5ae9-4d1a-ad11-46838e016e55_20250326T13:14_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] Good morning, [PII]. Uh, this is [PII], you're already associate. Question about claim, please.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, I can help you with that or can I get a callback number?
[CUSTOMER][NEUTRAL] Uh, direct number with confidential voicemail is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] 02282938
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, hold on a second.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and uh you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The total bill.
[CUSTOMER][NEUTRAL] $251.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim we received, uh, this claim was denied. The policy does not cover physician office visits.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, your claim number.
[AGENT][NEUTRAL] Yes ma'am, claim number is 353-597-1.
[CUSTOMER][NEUTRAL] And when was it processed?
[AGENT][POSITIVE] Get that for you.
[AGENT][NEUTRAL] Claim process on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] 2 days.
[CUSTOMER][POSITIVE] [PII]. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.