AccountId: 011433970860
ContactId: 4789e4dd-ab65-4c13-b8aa-54f07b697bd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126959 ms
Total Talk Time (AGENT): 68097 ms
Total Talk Time (CUSTOMER): 34779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4789e4dd-ab65-4c13-b8aa-54f07b697bd5_20250418T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Motion Orthopedics. I'm calling for claim status, please.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 021-91743.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount.
[CUSTOMER][NEUTRAL] $225.57.
[AGENT][NEUTRAL] Thank you for future reference you may visit our website at [PII] to check claim status.
[AGENT][NEGATIVE] This process under claim number 3584502 looks like no benefits were payable. They do not have the office visit benefit. This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] Would you be able to fax me the EOB? We haven't received anything yet.
[AGENT][NEUTRAL] Yes, ma'am. May I have your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Would there be a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye