AccountId: 011433970860
ContactId: 48048440-199a-4c4f-a741-63fbf807d32c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146149 ms
Total Talk Time (AGENT): 50901 ms
Total Talk Time (CUSTOMER): 51382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/48048440-199a-4c4f-a741-63fbf807d32c_20250204T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from Palmetto Primary Care Physicians. I was calling to check the status of a medical claim.
[AGENT][NEUTRAL] May I have a call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII], no extension.
[AGENT][NEUTRAL] Policy number please.
[CUSTOMER][NEUTRAL] It is 02301027.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, date of service [PII] and the bill amount is $266.14.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] So it does look like we did receive that claim in twice.
[AGENT][NEUTRAL] Pull both the information up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the first receipt date we received it on [PII] or [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 345.
[AGENT][NEUTRAL] 1112. It shows that the claim processed and it denied that office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] OK, not under um.
[CUSTOMER][NEUTRAL] OK, I've got that. I just, OK, I think that's everything I need for now. May I get a car reference number please?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you for your help.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Mm bye.
[AGENT][POSITIVE] Thank you, bye.