AccountId: 011433970860
ContactId: 1e3e060b-f596-4e50-a6af-f34f5682a7b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115959 ms
Total Talk Time (AGENT): 38158 ms
Total Talk Time (CUSTOMER): 56160 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/2025/03/19/1e3e060b-f596-4e50-a6af-f34f5682a7b6_20250319T14:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. initially my last name is [PII]. I'm calling from provider's office. I need to check on denied claims.
[AGENT][NEUTRAL] Could I get a callback number please?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII] is the extension.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure. The policy number is 02037588 M as in Mike L as in Lima 8. Could you please spell your name for me?
[AGENT][NEUTRAL] [PII], patient's name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Um, the dealer service is [PII] and the bill amount is $1,032 even.
[CUSTOMER][NEUTRAL] Can you also help me out with the initial of your last name?
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] What is the date of service again?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the total bill one more time?
[CUSTOMER][NEUTRAL] Um, $1,032 even.
[AGENT][POSITIVE] OK. Thank you for that.
[AGENT][NEGATIVE] Uh, I show this claim was received and denied. This policy does not cover services rendered in the physician's office.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, which means for the office visits. This, uh, it is not good for office visit?
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEGATIVE] It does not cover any services rendered in the physician's office.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] All right. Uh, just give me a few seconds, I'll note down the details.
[AGENT][NEUTRAL] Uh