AccountId: 011433970860
ContactId: 468d677c-4a14-4380-94ff-1b1f6e914ebe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156220 ms
Total Talk Time (AGENT): 63291 ms
Total Talk Time (CUSTOMER): 60961 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/2025/06/25/468d677c-4a14-4380-94ff-1b1f6e914ebe_20250625T14:33_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Very good morning. This is [PII] from provider's office, and I'm looking for claim status.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get a callback number please?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][NEUTRAL] Thank you the policy number you're calling on?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] It is 02221687 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say status what is the date of service?
[CUSTOMER][NEUTRAL] D of service is [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is $150 even.
[AGENT][NEUTRAL] OK, I do show the claim was received, uh, the claim was denied. This policy does not cover physician office visits. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. So, it is not covered under the patient plan, right?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can we be patient on this?
[AGENT][NEUTRAL] Uh, that is left up to the provider. We do not determine patient responsibility, that would be left up to the provider.
[CUSTOMER][NEUTRAL] OK. And uh may I know when was it denied?
[AGENT][NEUTRAL] Yes, sir. It looks like the claim was denied on [PII].
[CUSTOMER][NEUTRAL] And may I have the claim number?
[AGENT][NEUTRAL] Claim number is 359.
[AGENT][NEUTRAL] 2440.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And can you repeat the explanation of the denial one more time so that I can document it?
[AGENT][NEUTRAL] The policy does not cover physician office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, sir, to reference the call, you'll use my name [PII] and today's date.
[AGENT][NEUTRAL] And [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, OK, sure. Thank you so much for helping me out. Do enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome you have a wonderful day yourself. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.