AccountId: 011433970860
ContactId: 48f5feca-7fae-432a-9050-6d740d41b7a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333200 ms
Total Talk Time (AGENT): 105248 ms
Total Talk Time (CUSTOMER): 127566 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/48f5feca-7fae-432a-9050-6d740d41b7a8_20250618T17:52_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] Sorry, can I get the uh.
[CUSTOMER][NEUTRAL] Hi. Sorry, may you help me with a claim status?
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] OK, could you repeat your name for me please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII]. And my extension number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is
[CUSTOMER][NEUTRAL] 02273691.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is on [PII].
[AGENT][NEUTRAL] And you're calling in for status. May I have a date of service and total bill?
[CUSTOMER][NEUTRAL] Sure. The date of service was um
[CUSTOMER][NEUTRAL] [PII], and the bill amount was for 158.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for that claim it does show that we received it on 331 of 25. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 358.
[AGENT][NEUTRAL] 3813. It shows that it processed and it made a payment in the amount of $7 for the procedure code 36415. The procedure code office visit that was billed, it denied that office visits are not covered.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, sorry, just to confirm, may, uh, may you send me the UV through fax to get it and post it and do the proper follow up for the outstanding amount that wasn't covered since they you doesn't cover up.
[AGENT][NEUTRAL] May I have a fax number please?
[CUSTOMER][NEUTRAL] Here, give me just a minute.
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. I will get that request submitted over to you. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes. Uh, how many claims I can consult you through this call?
[AGENT][NEUTRAL] It's a total of 5.
[CUSTOMER][POSITIVE] OK, perfect. I get it too for a different patient.
[AGENT][NEUTRAL] You have 2 for a different patient.
[CUSTOMER][NEUTRAL] May we try to check that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 2 more.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] May I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02356342.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the patient's name again?
[CUSTOMER][NEUTRAL] If more.
[AGENT][NEUTRAL] OK, so for this member she's not listed under us that we can verify any claims, you would have to contact Web TPA. Are you ready for that number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, and may you give me a reference number for this call, please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name, [PII]. That is spelled T E R R.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] E KIA last initial of [PII] and today's date as the call reference.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you, bye.