AccountId: 011433970860
ContactId: 3b2d9cd0-7e43-4c28-9e7f-60e89b9daa91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220330 ms
Total Talk Time (AGENT): 65706 ms
Total Talk Time (CUSTOMER): 67918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3b2d9cd0-7e43-4c28-9e7f-60e89b9daa91_20250623T15:53_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] Hi, good morning, [PII]. This is [PII] calling from doctor's office. I'm checking for the clients.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, that's 02496550 M as in Mary, L as in Lima, H.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her first name is [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh, that's for [PII] with total charge amount of $2820 even.
[AGENT][NEUTRAL] Thank you for future reference you may visit our website at [PII] check claim status. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And can you have uh
[AGENT][NEUTRAL] Can you give me a CPT code that was filled on that claim?
[CUSTOMER][NEUTRAL] Oh well, sure, uh, just let me get uh pull up the UB.
[CUSTOMER][NEUTRAL] Yeah, that was 00320.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This processed under claim number 3597898. No benefits were payable, the outpatient benefit max was met.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][NEUTRAL] Outpatient benefit max was met, right? Uh, what is the maximum limit?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The maximum outpatient is 1500 per calendar year.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it was met prior to this claim being received.
[CUSTOMER][NEUTRAL] When it was.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is this will uh this would be the patient responsibility, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you. Thank you so much, thank you. Uh, thanks for the kind assistance. I, I hope you have a great day and a great week.
[AGENT][POSITIVE] You are so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.