AccountId: 011433970860
ContactId: 361e9078-0b88-467d-8d90-bc749fabcffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137339 ms
Total Talk Time (AGENT): 64014 ms
Total Talk Time (CUSTOMER): 57664 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/361e9078-0b88-467d-8d90-bc749fabcffc_20250324T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII] and I'm calling from OHI West Medical Group, and I was calling to check on the claim, um, status.
[AGENT][NEUTRAL] I can verify claim status. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] I have 02144659 M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. I have [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, it was for [PII] and the build out was uh 200 and.
[CUSTOMER][NEUTRAL] $73.
[AGENT][POSITIVE] Thank you for future reference, you may visit our website. I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know what I'm sorry, I was looking at the wrong, um, it was for actually $347. I'm sorry, I was looking at the wrong date.
[AGENT][POSITIVE] Thank you, no worries.
[CUSTOMER][NEUTRAL] But it is the data service 5:15.
[AGENT][POSITIVE] No worries. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] Looks like it processed under claim number 3482729. No benefits are payable. They do not have the office visit, nor do they have the office treatment benefit.
[AGENT][NEGATIVE] This claim processed and denied on.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] 192024.
[CUSTOMER][NEUTRAL] OK, and we're able to build a patient right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, and do you have a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No thank you I really appreciate you checking on this for me.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.