AccountId: 011433970860
ContactId: 571d4aec-0720-496a-a207-396b7787e62d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179800 ms
Total Talk Time (AGENT): 76299 ms
Total Talk Time (CUSTOMER): 52322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/571d4aec-0720-496a-a207-396b7787e62d_20250324T14:45_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] Hi, this is [PII] calling from Doctor [PII]'s office, and I'm looking for claim status, please.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] It is, sorry.
[CUSTOMER][NEUTRAL] 02554772 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] I have two dates of service. The first one is [PII]. Build them out 195.
[AGENT][NEUTRAL] In the next total and data service.
[CUSTOMER][NEUTRAL] In the next, yeah, [PII] and the bill amount is 945.
[AGENT][POSITIVE] Thank you and you can also share claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You said secured with a like past tense?
[AGENT][POSITIVE] Secured yes, with a D.
[CUSTOMER][POSITIVE] With a D. OK, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for the date of service of [PII] total bill 195.
[AGENT][NEUTRAL] We did receive that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII]. That claim number is 355.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1985. It processed and denied that office visits and or procedures are not covered under this patient's plan.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then for the date of service of [PII].
[AGENT][NEUTRAL] That claim number is 355.
[AGENT][NEUTRAL] 3004. It was processed on [PII] and it denied that office procedures are not covered.
[CUSTOMER][NEUTRAL] Same
[CUSTOMER][POSITIVE] OK, sounds great thank you so much.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too hon bye bye.