AccountId: 011433970860
ContactId: 520174e8-20b8-4877-81e9-d55146e4b18a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500910 ms
Total Talk Time (AGENT): 143217 ms
Total Talk Time (CUSTOMER): 228151 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/520174e8-20b8-4877-81e9-d55146e4b18a_20250616T14:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from provider office on a recorded line. Um, actually, I'm looking for a claim status.
[AGENT][POSITIVE] OK, I can help you with that. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] It's that
[CUSTOMER][NEUTRAL] Uh it's going to be [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. And if you could spell your name for me, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. Can you say your name again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. And [PII], could I get a, the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] they
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] It's 213-857-3.
[AGENT][NEUTRAL] Thank you. The uh the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say status. What is the date of service?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] With the total charge of $312.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] I do show the claim received. The claim was denied. The policy does not cover physician office visits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you tell me what was the received date for this claim?
[AGENT][NEUTRAL] Claim received on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And can I have the denial date?
[AGENT][NEUTRAL] Claim denied on [PII].
[CUSTOMER][NEUTRAL] Mhm. And what is the claim number?
[AGENT][NEUTRAL] Claim number is 35399536.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. And could you please help me with the UOB, I mean, can you fax that EOB to me?
[AGENT][NEUTRAL] Yes sir hold one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, or else can you email that?
[CUSTOMER][NEUTRAL] That will be very fine for.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Because the fax takes more time. If you can email it, you can directly send it to me right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you for the wait. What is the fax num I'm sorry, what is the email address?
[CUSTOMER][POSITIVE] OK, thank you
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Email address is uh my it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] Well, I'm sorry. [PII]
[AGENT][NEUTRAL] Are you saying
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII], OK. [PII] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yes. [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So after the, so I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And after that, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, that.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] After that, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] C
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It has been sent.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, actually I have one more claim with me for different patient.
[AGENT][NEUTRAL] OK, what is the policy number? Let me, let me, um.
[AGENT][NEUTRAL] Note this policy and then I'll get the next policy number from you.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, and what is the next policy number?
[CUSTOMER][NEUTRAL] The next policy number is 02313900.
[AGENT][NEUTRAL] Patients, OK, it looks like this policy is handled by a different administrator. I can, I can, um, I'm sorry, transfer you over if you'd like.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][POSITIVE] Yes, please. That will be helpful, I'm just help me with the uh calling number of them.
[AGENT][NEUTRAL] Uh, the call reference?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Uh, not the call reference. I mean, on which number you're going to transfer my call that number, yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, the number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. And what is going to be the call reference for the last claim?
[AGENT][NEUTRAL] The call reference will be my name and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your name and today's your name spelled as [PII], correct?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] OK, [PII]. OK, thank you so much, [PII] for that.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] No problem. Hold one moment. I'll transfer you over. You have a wonderful day, [PII] [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much you too bye bye.
[AGENT][NEUTRAL] Bye-bye.