AccountId: 011433970860
ContactId: 32454ad7-7c43-4506-b1a9-0438af8a9efb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309559 ms
Total Talk Time (AGENT): 99330 ms
Total Talk Time (CUSTOMER): 129786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/32454ad7-7c43-4506-b1a9-0438af8a9efb_20250110T19:31_UTC.wav
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[CUSTOMER][POSITIVE] Liberal all the best.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] you're calling for provider's office to check me on a client status.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um [PII] and the extension is [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the policy number would be.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Let me get that American topic.
[CUSTOMER][NEUTRAL] Yes, it's 02388.
[CUSTOMER][NEUTRAL] 738 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient's name would be [PII] and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for status of claim. May I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] with a bad amount of $350.71.
[AGENT][NEUTRAL] 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][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm pulling the information up for you now.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] I need a
[CUSTOMER][NEUTRAL] In his
[AGENT][NEUTRAL] So for that claim, it does show that we received it on [PII]. That claim was processed on [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim number is?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 354
[AGENT][NEUTRAL] 323 6
[AGENT][NEUTRAL] That claim process and it made a payment in the amount of $63.29.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the procedure code billed 99214, that claim procedure code denied that office visits are not covered under this plan.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So is this under the patient's plan?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, it's not covered under the patient's plan.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK. So under the uh patients plan office visit is not covered. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Can I have the patient's plan type?
[AGENT][NEUTRAL] This is their supplemental plan.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Can I have your name, please? Could you please spell out your name for me?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The reference number for this call would be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name for me, [PII]?
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] And that's good.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]. OK. All right. [PII] Am I right?
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][POSITIVE] Alright, alright, thank you, [PII]. Thank you for your wonderful assistance for this one. Have a great day. Bye for now.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.