AccountId: 011433970860
ContactId: 1b42ac9a-6d57-4ee9-b302-572b86cac387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150199 ms
Total Talk Time (AGENT): 41256 ms
Total Talk Time (CUSTOMER): 82103 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1b42ac9a-6d57-4ee9-b302-572b86cac387_20250320T18:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm checking the status of a claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I have excuse me, I have 02126470 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, this is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Yeah, that'll be [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim denied because there was no active coverage at the time of service.
[CUSTOMER][NEUTRAL] Oh, OK. Is this process through United Healthcare?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Always this
[CUSTOMER][NEUTRAL] No, I was just, I was looking at a um EOB under the patient's folder and it did say expenses incurred out the coverage terminated so I thought this was the same um EOB but it says UnitedHealthcare so I'm just asking um.
[AGENT][NEGATIVE] No, we're the gap. We're American Public Life. We're the gap.
[CUSTOMER][NEUTRAL] OK, do you have a claim number?
[AGENT][NEUTRAL] Claim number is 357-467-6.
[CUSTOMER][NEUTRAL] OK, and when was that claim received?
[AGENT][NEUTRAL] Claim was received on [PII], claim denied on [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Oh, I put 24. OK, alright, um, so that's just denied. OK, um, did you have a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial S as in Sam, and the date and time of the call. Is there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.