AccountId: 011433970860
ContactId: 50187604-f921-44ef-8d1b-4eabf07a17e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210160 ms
Total Talk Time (AGENT): 62588 ms
Total Talk Time (CUSTOMER): 84880 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/50187604-f921-44ef-8d1b-4eabf07a17e1_20250320T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm calling from University of Pittsburgh physicians. I have a claim I I need to go over with you please.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, D 45401357.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEGATIVE] No, I just called like 10 minutes ago and was on hold for somebody and nobody ever picked up. That that's the policy number I have here, D like David [PII].
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] It's not one of our policy numbers. Whose name is the policy in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is this American Public Life Insurance?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On a
[AGENT][NEUTRAL] OK, what state does she live in?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, her policy number with us is 02448536. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] her
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to go over a claim?
[CUSTOMER][POSITIVE] Thank you you wanted to go over.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] OK, I can try to help you with that.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] It's [PII] for $50.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on just a moment, let me see why it was denied.
[AGENT][NEUTRAL] OK, I'm showing it was denied for vaccines and immunizations are not covered.
[CUSTOMER][NEUTRAL] I said I'm showing it was denied for a vaccine.
[CUSTOMER][NEUTRAL] OK, is it billable to the patient?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's pretty much all I needed and then if I could have a reference number please.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] You can have reference number. Give me my name.
[CUSTOMER][NEUTRAL] Uh, no, that's it, and your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, that was all I had then thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Hm, bye bye.