AccountId: 011433970860
ContactId: 2f02e28c-3fef-4bd2-ae1a-634363e3ab40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541400 ms
Total Talk Time (AGENT): 126111 ms
Total Talk Time (CUSTOMER): 225868 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2f02e28c-3fef-4bd2-ae1a-634363e3ab40_20250204T21:00_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] Hello, my name is [PII] calling from the product office. I'm looking for the current status.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], like.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02421217.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, the data services.
[CUSTOMER][NEUTRAL] Jam 224.
[CUSTOMER][NEUTRAL] And the bill amount is
[CUSTOMER][NEUTRAL] $4,969 even.
[AGENT][NEUTRAL] And that is [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there a date span for this claim?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is there a date span for this claim?
[CUSTOMER][NEUTRAL] Yeah, is, uh, the admin, uh, is the admit date is uh [PII], and the discharge date is [PII], sorry, admit date is [PII], and the discharge, discharge date is uh [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The claim number is 340.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 772-6, the claim processed and it made a payment in the amount of $50. Once we made that payment, that was the maximum amount that could be paid out. Would you like the check number?
[CUSTOMER][NEUTRAL] Oh I did that.
[CUSTOMER][NEUTRAL] All right, you mean to say, um, payment is already $50 you, um, you made a payment, uh, is $50 right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Alright, just a second.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 895.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. And uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK. Um, the amount is uh $50. All right. And may I know uh what is the, uh, mode of the payment is the paper check or AFT?
[AGENT][NEUTRAL] By.
[CUSTOMER][NEUTRAL] Sorry, so sorry, uh, what is the check number?
[AGENT][NEUTRAL] The check number is 1832.
[CUSTOMER][NEUTRAL] I wanted to.
[AGENT][NEUTRAL] 105.
[CUSTOMER][NEUTRAL] All right. And uh
[CUSTOMER][NEUTRAL] Uh, may I know on which date the check was issued?
[AGENT][NEUTRAL] The issue date is [PII], and it does show that the check had cleared on [PII].
[CUSTOMER][NEUTRAL] All right. And uh
[CUSTOMER][NEUTRAL] All right, may I know what the conference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright, thank you so much. Just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's move on then the claim for the different patient.
[AGENT][NEUTRAL] And may I have the next policy number?
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah, uh, the, uh, sorry, the policy number is 02360796.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] in delivery and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the date of service and total bill?
[AGENT][NEUTRAL] [PII], may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, uh, the date of service is uh [PII], and the bill amount is $3,398 even.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] So for that claim, it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 33.
[AGENT][NEUTRAL] 869977.
[AGENT][NEUTRAL] The claim process that it is a non-covered service under this policy.
[CUSTOMER][NEUTRAL] All the non-covered under the patient plan or the uh provider plan?
[AGENT][NEUTRAL] Under this policy.
[CUSTOMER][NEUTRAL] All you mean to say the patient under the patient plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And uh OK. And may I know uh the claim is denied for the non-covered services under the policy, all right. And uh
[CUSTOMER][NEUTRAL] The patient have any insurance?
[AGENT][NEUTRAL] You will have to check with the policy holder.
[CUSTOMER][POSITIVE] Alright, not an issue.
[CUSTOMER][NEUTRAL] And the call reference number for the entire call is same, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, I'm done for today. Thank you.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, bye.
[AGENT][NEUTRAL] OK