AccountId: 011433970860
ContactId: 5a3a8322-1a1b-4bbb-9cd1-127933ea7580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164570 ms
Total Talk Time (AGENT): 62696 ms
Total Talk Time (CUSTOMER): 60919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5a3a8322-1a1b-4bbb-9cd1-127933ea7580_20250117T17:56_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] Hey, [PII], my name is [PII]. I'm calling from Styles Family Dentistry, and we're a dental provider, and I was calling to follow up on a claim for a patient, please.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yeah, I'll give you my direct line. It's [PII]. Policy number is 02455959.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], [PII].
[AGENT][NEUTRAL] And may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, date of service [PII] amount is $149.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim for date of service [PII] total bill 149. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And it shows that we did receive that claim on [PII]. It was processed on [PII]. That claim number is showing 354-4795. It shows that the claim processed and it denied that the policy was not active at that time of service.
[CUSTOMER][POSITIVE] Oh, excellent. OK, that's what I needed. And you're so pleasant to talk to. Thank you. It's very nice to see you. So thank you. I appreciate it. Yeah, so, so that was denied because in I does it show uh a termination date by chance?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It actually turned 310 of 24.
[CUSTOMER][POSITIVE] Beautiful. Oh, the day before the service. Oh, I just see that. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, excellent. I'll let the patient know. Thank you so much for your help and have a great weekend.
[AGENT][POSITIVE] You're so welcome and thank you so much, [PII] for calling American Public Life. You have a great weekend as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.