AccountId: 011433970860
ContactId: 440ec24b-3b83-4bc9-b5e2-9e794bd6cb14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358989 ms
Total Talk Time (AGENT): 106033 ms
Total Talk Time (CUSTOMER): 51650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/440ec24b-3b83-4bc9-b5e2-9e794bd6cb14_20250204T20:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling to check on a claim for one of our patients.
[AGENT][NEUTRAL] I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 608-026.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] Uh, the policy and you did say you were calling on for claim status. What is the data service?
[CUSTOMER][NEUTRAL] It is [PII], 2024.
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] $336.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim was received. It looks like we made a payment of $55 to the um provider. Uh it looks like that processed and paid on.
[AGENT][NEUTRAL] Uh let me see
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That processed and paid on [PII].
[CUSTOMER][NEUTRAL] And do you know how this payment, um, was it sent by a check?
[AGENT][NEUTRAL] It would have sent by a single check.
[AGENT][POSITIVE] And I do show the check did clear.
[AGENT][NEUTRAL] On December
[CUSTOMER][NEUTRAL] And do you happen to have that check number?
[AGENT][NEUTRAL] Yes, check number is 2019849.
[CUSTOMER][NEUTRAL] And when was it cleared?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And were there any services denied on this claim?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] So procedure 1206 was denied.
[AGENT][NEUTRAL] And let me see what the denial.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so this procedure is not in their fee schedule, therefore it was not covered.
[CUSTOMER][NEUTRAL] Yes ma'am, and do you have an EOB that you could fax over?
[AGENT][NEUTRAL] I do. Let me get that pulled up.
[AGENT][NEUTRAL] And what is the uh fax number uh for the EOB?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And [PII], am I sending that to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that ELB is on its way. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that would be all for today.
[AGENT][POSITIVE] OK. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.