AccountId: 011433970860
ContactId: 26dc1c29-f255-4b3c-b62d-29914c0cc6b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152979 ms
Total Talk Time (AGENT): 53375 ms
Total Talk Time (CUSTOMER): 46746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/26dc1c29-f255-4b3c-b62d-29914c0cc6b7_20250203T19:30_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 [PII], my name's [PII] with physical therapy Center. I need to check claim status, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02138557.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this policy, you can also check claim status via our secured portal. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] [PII] for $445.
[AGENT][POSITIVE] I'm pulling that up for you now.
[AGENT][NEUTRAL] So for that claim, it does show that we did receive it.
[AGENT][NEUTRAL] It's in a pending studies.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] I called on it and they said they needed information from the member and they had not received it yet and that was uh when was that? That was a month ago.
[AGENT][NEUTRAL] Yes, it looks like we received it on [PII] and it's still in a pending status. It's waiting for like for that information. So, that is the only thing we're just waiting on.
[CUSTOMER][NEUTRAL] OK, well I'm just gonna transfer to patient responsibility when he gets a statement I'm sure he'll call you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, all I need, [PII] would be a reference number. Would it be like your name and today's date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it will be my first name, last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye.