AccountId: 011433970860
ContactId: 4838588a-59d2-4973-9b51-9ea4daa5f210
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347869 ms
Total Talk Time (AGENT): 77018 ms
Total Talk Time (CUSTOMER): 73421 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4838588a-59d2-4973-9b51-9ea4daa5f210_20250424T14:28_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey, good morning. My name is [PII] calling from the corridor office, and I am here regarding claim status.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Mhm, um.
[CUSTOMER][NEUTRAL] 025485554.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and uh date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The total charge?
[CUSTOMER][NEUTRAL] $200 even.
[AGENT][POSITIVE] OK, hold one moment and I will get that pulled up. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. I apologize for the wait. I do show we received the claim, uh, the claim was denied. This policy does not cover services, uh, done in the doctor's office.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, can you provide me with the claim number?
[AGENT][NEUTRAL] Claim number is 357.
[AGENT][NEUTRAL] 0979.
[CUSTOMER][NEUTRAL] And the received date of the claim?
[AGENT][NEUTRAL] We received the claim on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, so, um, as for the patient policy, uh, the patient plan does not cover the service which is provided in a hospital.
[AGENT][NEUTRAL] And the physician's office.
[CUSTOMER][NEUTRAL] And the physician office. So what type of uh coverage uh is covered by the patient plan?
[AGENT][NEUTRAL] Inpatient and outpatient facility.
[CUSTOMER][NEUTRAL] Uh, give me a moment.
[CUSTOMER][POSITIVE] Thank you so much for providing the information and um uh does the patient plan cover the co-pay?
[AGENT][NEUTRAL] Ma'am, this policy does not cover any services rendered in the doctor's office. It is a non-covered service according to her plan.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, give me a moment.
[CUSTOMER][POSITIVE] Yeah, thank you so much for patiently waiting and uh that's it for the day. Lastly, can you spell out your name for me, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. And what is the number for this call?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much and have a wonderful day. Bye for now.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] So