AccountId: 011433970860
ContactId: 45b8cffe-2ed0-4417-b474-0d185799e41c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127730 ms
Total Talk Time (AGENT): 50220 ms
Total Talk Time (CUSTOMER): 64308 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/45b8cffe-2ed0-4417-b474-0d185799e41c_20250415T18:11_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] Hi, [PII]. Yes, I was just needing to check um.
[CUSTOMER][NEGATIVE] A denial reason for a patient.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] 5 and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 0179.
[CUSTOMER][NEUTRAL] 2102.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name is [PII], last name is [PII], and I have date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you said you're calling to get a denial reason. What is the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charge amount was $184 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm, excuse me.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] OK, it looks like this charge was denied. The policy does not cover the physician's office visit. So, it was denied, office visit not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty then. Well, thank you so much, Ms. [PII], and do we have a car reference number?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you will use my name [PII] and today's date. And Destiny, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, that was all.
[AGENT][POSITIVE] OK. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.