AccountId: 011433970860
ContactId: 540f6c4e-4599-4983-932d-b4a1ed763b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248869 ms
Total Talk Time (AGENT): 100482 ms
Total Talk Time (CUSTOMER): 86961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/540f6c4e-4599-4983-932d-b4a1ed763b09_20250402T20:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. I'm checking status for a claim.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number I have is
[CUSTOMER][NEUTRAL] It is normal.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] 1359317.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service I have is [PII]. Bill amount $466.19.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get that pulled up.
[AGENT][NEUTRAL] This processed under claim number 3,376,430 looks like no benefits are payable. The policy was terminated.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Looks like the policy termed 71-2023 and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK. 11 moment, just one moment.
[CUSTOMER][NEUTRAL] And it was effective from which date?
[AGENT][NEUTRAL] The policy was effective [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] OK. And uh when did you guys receive this claim?
[AGENT][NEUTRAL] The claim was received on 10-27-2023.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and processed on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 10:[PII].
[CUSTOMER][NEUTRAL] OK. Uh, can, uh, what was the claim number?
[AGENT][NEUTRAL] The claim number was 3,376,430.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And by the way, I saw in the beginning, I missed your name. What can I get your name?
[AGENT][NEUTRAL] Yes, it's [PII] Last [PII] is [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Along with today's date.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you fax me a copy of you for this one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, should I provide you the fax number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] No, thank you very much, [PII]. That's all for today.
[AGENT][POSITIVE] [PII], you're so welcome. I'll fax this right over and thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You as well. Bye for now.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK