AccountId: 011433970860
ContactId: 2304b140-d1dc-4809-8a31-85442ef692b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150160 ms
Total Talk Time (AGENT): 54332 ms
Total Talk Time (CUSTOMER): 31137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/2304b140-d1dc-4809-8a31-85442ef692b9_20250529T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for claim status.
[AGENT][NEUTRAL] [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02024620 ML7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, data service is [PII]. Total bill is $177.27.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I did pull that claim up for you.
[AGENT][NEUTRAL] And let me get the receipt date and information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does show that we received that claim on 324-25. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 358-0958.
[AGENT][NEUTRAL] That claim process and it denied that office visits are not covered under the patient's plan. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK. No, that'll be it. Just the reference number, please.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.