AccountId: 011433970860
ContactId: 40defe69-f514-45d0-ba4c-609c452c5670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191080 ms
Total Talk Time (AGENT): 61201 ms
Total Talk Time (CUSTOMER): 68791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/40defe69-f514-45d0-ba4c-609c452c5670_20250521T18:31_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] Yeah, hi, this is [PII] calling from provider office to check on a claim.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Um, yeah, sure, [PII]. But before we go ahead, we would like to inform you that this call may be recorded. So is that OK with you?
[AGENT][NEUTRAL] Yes, may I please have the policy number?
[CUSTOMER][NEUTRAL] Uh, sure. The policy number, it's going to be 01661588 M. Mike Lima 8.
[AGENT][NEUTRAL] And may I have the callback number as well?
[CUSTOMER][NEUTRAL] Uh yeah, sure. The callback number is going to be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient name I have is [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. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Sure. The date of service is for [PII] and the bill amount is $300 even.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this claim, it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 359.
[AGENT][NEUTRAL] 2273.
[AGENT][NEUTRAL] The claim process and it denied that the policy was not active at the time of service. This policy term date is [PII].
[CUSTOMER][NEUTRAL] OK. So, um, this patient is not active with the American public life, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And uh just to make sure I have noted it correctly, the claim number you provided is 3592273, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. OK. There you go. Thank you so much for all the information you have provided. And can I have the call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Today's date. OK. OK. Thank you so much for your help and have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life.