AccountId: 011433970860
ContactId: 2a188905-6b29-408a-a3c7-c7c1259850b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152419 ms
Total Talk Time (AGENT): 57394 ms
Total Talk Time (CUSTOMER): 35835 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2a188905-6b29-408a-a3c7-c7c1259850b5_20250401T18:18_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 is [PII]. I'm just looking for the status of a claim.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 2556438
[AGENT][NEUTRAL] It's 025564-38.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Day of service and total bill.
[CUSTOMER][NEUTRAL] [PII] for 414.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is secured. [PII].
[AGENT][NEUTRAL] And it does show that we did receive that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 1866. It processed and it denied that office visits are not covered under the patient's plan.
[CUSTOMER][POSITIVE] Perfect. And can I have a reference number as well?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Uh.
[AGENT][NEUTRAL] And is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, but thank you so much for helping me with this claim.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.