AccountId: 011433970860
ContactId: 201b065f-a917-4df5-8c6e-0cf49efe5b49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299489 ms
Total Talk Time (AGENT): 81877 ms
Total Talk Time (CUSTOMER): 82724 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/201b065f-a917-4df5-8c6e-0cf49efe5b49_20250528T17:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from provider's office to checking on a claim status. How are you doing today?
[AGENT][NEUTRAL] I'm good. How are you, Gle? Could I get a callback number?
[CUSTOMER][POSITIVE] Yeah, I'm doing good, thank you. Uh, can you please spell your name for me for document purpose?
[AGENT][NEUTRAL] Sure. Can I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, your, your phone, your phone cut out. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And the spelling of my name is [PII]
[AGENT][NEUTRAL] You said you're calling for status today?
[CUSTOMER][NEUTRAL] Yeah, uh, you were last initial, please, so.
[AGENT][NEUTRAL] And what is the policy?
[AGENT][NEUTRAL] C as in Charlie.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It will be
[CUSTOMER][NEUTRAL] 016
[CUSTOMER][NEUTRAL] 65,400.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII] Last name is [PII], sorry, [PII]
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the date of service you're checking?
[CUSTOMER][NEUTRAL] [PII] with total charge amount $1,525 even.
[AGENT][NEUTRAL] And what is the um bill amount one more time?
[CUSTOMER][NEUTRAL] 1,5251525 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim was received. The claim did deny.
[AGENT][NEUTRAL] On [PII], the outpatient calendar year max maximum had already been met.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Thank you. May I know, uh, can you please uh tell me the total dollar amount?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you please tell me the total dollar a month?
[AGENT][NEUTRAL] Total dollar amount for your claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Oh, thank you. May I know the total yearly dollar amount?
[AGENT][NEUTRAL] Uh, the outpatient yearly amount is $5000 a calendar year.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] May I know how many steps?
[CUSTOMER][NEUTRAL] May I know how many he met?
[AGENT][NEUTRAL] Ma'am, the $5000 outpatient calendar, your maximum, had already been met prior to your claim.
[CUSTOMER][NEUTRAL] Uh, may I know, did, did he renew the benefit again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Did he renew the benefit again?
[AGENT][NEUTRAL] I'm sorry, I cannot understand you.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, thank you. What's the call reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] What's the claim number?
[AGENT][NEUTRAL] Claim number is 3571927.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day, [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.