AccountId: 011433970860
ContactId: 43c75151-7b82-41e0-ad8d-99fb05605804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194380 ms
Total Talk Time (AGENT): 65470 ms
Total Talk Time (CUSTOMER): 65591 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/43c75151-7b82-41e0-ad8d-99fb05605804_20250404T17:09_UTC.wav
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[AGENT][NEUTRAL] You for calling American Public Life, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and I want to check claim status.
[AGENT][NEUTRAL] Can I get a callback number please?
[CUSTOMER][NEUTRAL] Yes, my call back number is [PII].
[AGENT][NEUTRAL] Thank you, and you did say status. What is the policy number you're calling?
[CUSTOMER][NEUTRAL] Your member ID is 01898014.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Is this a medical claim or a dental claim?
[AGENT][NEUTRAL] And what is the data service you're checking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The total bill
[CUSTOMER][NEUTRAL] And total charges are 570.
[CUSTOMER][NEUTRAL] $574.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show the claim was received.
[AGENT][NEGATIVE] Uh, looks like the claim denied. This policy is no longer active. It canceled on [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The policy was terminated on [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK. And is there any other policy?
[AGENT][NEUTRAL] There is no other policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. OK. Uh, what is the received date and denial date?
[AGENT][NEUTRAL] Uh, claim received on [PII].
[AGENT][NEUTRAL] Claim denied on [PII].
[CUSTOMER][NEUTRAL] I want to know what is the claim number?
[AGENT][NEUTRAL] Claim number is 356-512-6.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, um, uh, what is the uh reference number and I know his name?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, no, I only wanted to check one status. Now, uh,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] May I know your name and reference number?
[AGENT][NEUTRAL] The reference number?
[AGENT][NEUTRAL] The reference number is my name, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome [PII] you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Have a nice day.
[AGENT][NEUTRAL] Bye bye.