AccountId: 011433970860
ContactId: 2339734f-833c-4792-922c-7c11643b84f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289670 ms
Total Talk Time (AGENT): 102318 ms
Total Talk Time (CUSTOMER): 73774 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/2339734f-833c-4792-922c-7c11643b84f6_20250414T14:24_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] Uh hi, this is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing good thank you. I need to check status on a claim please.
[AGENT][NEUTRAL] OK, [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 01618423 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, this is on [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] $9,746.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for status of claim. I'm pulling that information up for you now and you can also check claim status. You're welcome via our secured portal that is [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 1 1822.
[CUSTOMER][NEUTRAL] I'm sorry, um what is your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is spelled [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for that claim, it does show that we did receive it on [PII]. It was processed on [PII]. That claim number is 3559453. That claim processed and it made a payment in the amount of $2,015.43.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that might sell the benefits because there was an there was also an $80 copay.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Let me pull that image up for you.
[CUSTOMER][NEUTRAL] Can you, what are you doing, little lady?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I did pull the EOB up.
[AGENT][NEUTRAL] It does look like the code 89573.
[AGENT][NEUTRAL] Does have a co-pay of $80. So what I would do, I will send this back to the examiner to have them to review and reprocess. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that would be it. Thank you so much. I'm sorry, you know what, when was it processed again?
[AGENT][POSITIVE] Yes, let me pull that up for you.
[CUSTOMER][NEUTRAL] I'm sorry, I, I missed that.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][NEUTRAL] It was done on 24 of 25.
[CUSTOMER][POSITIVE] Perfect. 2425. Thank you so much. I really appreciate you and you have a wonderful rest of the day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.
[AGENT][NEUTRAL] Bye.