AccountId: 011433970860
ContactId: 491e2f14-86a9-4588-9246-3fae61312e5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201440 ms
Total Talk Time (AGENT): 88035 ms
Total Talk Time (CUSTOMER): 66128 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/491e2f14-86a9-4588-9246-3fae61312e5a_20250205T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to know the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and the policy ID is 1262468. M like Mary, L like Lima, number 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Sales and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, the data service is [PII]. And total charges.
[AGENT][NEUTRAL] Total bill amount.
[CUSTOMER][NEUTRAL] Yeah, it's $459 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEGATIVE] Looks like it's processed under claim number 354-819-2. Looks like no benefits were payable. The office visit is not covered under this plan and the office treatment lines.
[AGENT][NEGATIVE] Looks like primary did not pay, so no benefits were payable.
[CUSTOMER][NEUTRAL] Yeah, may I know the claim proceed date, please?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] Yeah, can I get the process date, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, can I get the the night date please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much for that. Uh, if you don't mind, could you please spell out your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah, the call reference number is your name and today's date?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, thank you. Uh, could you please fax the EUB, the EUB?
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] Yeah, my fax number is [PII].
[AGENT][NEUTRAL] That is [PII]. I'll fax it right over. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, nothing. May I know how much time it will be taken to receive the fax?
[AGENT][NEUTRAL] As long as it takes to transmit over. I'm sending it over right now.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thank you so much for assisting me.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Take care bye bye.