AccountId: 011433970860
ContactId: 59633a55-6e8b-4fb2-be19-155f65228fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640210 ms
Total Talk Time (AGENT): 92506 ms
Total Talk Time (CUSTOMER): 136234 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/59633a55-6e8b-4fb2-be19-155f65228fa1_20250320T14:02_UTC.wav
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[CUSTOMER][NEUTRAL] You you
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from private office.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a claim number.
[AGENT][NEUTRAL] Could I get your name again?
[CUSTOMER][NEUTRAL] Yeah, this side, [PII].
[AGENT][NEUTRAL] Could I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02433284.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what is the data service you're checking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The total bill?
[CUSTOMER][NEUTRAL] Total bill is $13.50.
[AGENT][NEUTRAL] That's the total charge of the claim?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEGATIVE] OK, I do show uh the claim received, uh, the 1350 for the, for the filter was denied. Disposable, durable medical equipment is not covered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And the claim number?
[AGENT][NEUTRAL] Claim number is 356-528-7.
[CUSTOMER][NEUTRAL] Is this 356-528-87, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the Ion. Can I get the date?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, claim denied on [PII].
[CUSTOMER][NEUTRAL] OK. OK. Uh, can you help me out with one another claim for the same patient for the different uh charge amount?
[AGENT][NEUTRAL] What is the data service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Uh, give me a second, just I.
[CUSTOMER][NEUTRAL] Searching. Give me a second, just um, hold on.
[CUSTOMER][NEUTRAL] Total charge amount is $253.
[AGENT][NEUTRAL] OK, that claim was also processed on [PII], making a payment of.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] $143.98 was paid to the provider.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] Claim number is 356-525-3.
[CUSTOMER][NEUTRAL] Is this 356-525-3, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And receiving date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And processing date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. I receive and processing date is it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh is this paid by EFT or check?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] OK. And check number?
[AGENT][NEUTRAL] Check number is 2028294.
[CUSTOMER][NEUTRAL] OK. And uh issue date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Total.
[CUSTOMER][NEUTRAL] Payment is 143. 98 cents, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Give me a second, just.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And pay the uh pay date is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK. Processing, receiving, and the pay date is same.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. Uh, may I get your name, please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Sure. OK. And the reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a good day. Bye for now.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] you get up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?