AccountId: 011433970860
ContactId: 46d02696-7909-474c-9df7-0b73791e2c6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164839 ms
Total Talk Time (AGENT): 65510 ms
Total Talk Time (CUSTOMER): 48529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/46d02696-7909-474c-9df7-0b73791e2c6b_20250115T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am calling from Atrium Health and I need to check claim status.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 333.
[CUSTOMER][NEUTRAL] 064.
[AGENT][POSITIVE] Thank you and may I have a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $262.25.
[AGENT][NEUTRAL] Thank you for futures, you may visit our website at [PII]. Check claim status as well. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This process under the claim number.
[AGENT][NEUTRAL] 354-7403. It looks like the outpatient benefit max was met, so no benefits were payable.
[CUSTOMER][NEUTRAL] Alright, when when is that process again?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Is it possible for me to get like an EOB or something or is that a no?
[AGENT][NEUTRAL] Yes, ma'am. May I have your fax number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII]. [PII], I'll fax it right over. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it, [PII] thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great rest of your evening. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.