AccountId: 011433970860
ContactId: 2c91a543-92a4-4d6b-8c0d-f07d422fb9e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255679 ms
Total Talk Time (AGENT): 89409 ms
Total Talk Time (CUSTOMER): 107281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/2c91a543-92a4-4d6b-8c0d-f07d422fb9e2_20250325T19:19_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 calling regarding a 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] Yes, policy number is.
[CUSTOMER][NEUTRAL] 021-38757. M as in Mary, L as in Louis, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, of course. Uh, patient name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling in for status of claim. May I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] So you.
[CUSTOMER][NEUTRAL] Yes, it's November 7, 2024, and the total bill amount was $439.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it shows that we did receive that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] That claim number is 35761557.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim process and it made a payment in the amount of $58.14. The office visit is showing that it denied is not covered under the patient's plan.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Not covered. OK, perfect. Um, do you have a, um, how you call that a uh like a check number or something?
[CUSTOMER][NEUTRAL] That shows payment.
[AGENT][NEUTRAL] The check number is 2032989.
[CUSTOMER][NEUTRAL] OK. So 203-298-9.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And the dates for that check?
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] [PII]. And da da da da. OK. Check number. Um, is it a paper check or EFT payment?
[AGENT][NEUTRAL] It's a paper check.
[CUSTOMER][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] OK, [PII] is still too soon. OK, sounds perfect. And you said the amount that it was paid is $58.14 right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No patient responsibility?
[CUSTOMER][NEUTRAL] At all?
[AGENT][NEGATIVE] The only thing that is showing that it denied was the office visit.
[CUSTOMER][POSITIVE] Office. OK, sounds perfect. All right, my dear, can I please have the call reference number?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No. Can you please um spell your name? Sorry.
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Perfect. All right, [PII]. Thank you so much for your help and have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well bye.
[CUSTOMER][NEUTRAL] Bye