AccountId: 011433970860
ContactId: 5b40760e-8739-4f32-9878-733f23c7f90c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230199 ms
Total Talk Time (AGENT): 72855 ms
Total Talk Time (CUSTOMER): 75973 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5b40760e-8739-4f32-9878-733f23c7f90c_20250114T18:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office, and I have some questions regarding the claim.
[AGENT][NEUTRAL] Absolutely I can help you with that, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. Direct line.
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] Sure. 60801.
[AGENT][NEUTRAL] OK, that's not what it. Do you have their social by any chance?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I'm sorry, I don't have their social security, but I can help you with their first and last name and date of birth.
[AGENT][NEUTRAL] OK, what's the last name?
[CUSTOMER][NEUTRAL] [PII] spelled as [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let me give you the policy number that way you have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 233.
[AGENT][NEUTRAL] 6039.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. What is the data service?
[CUSTOMER][NEUTRAL] July [PII], 2024.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, and how much is the claim for?
[CUSTOMER][NEUTRAL] $20 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We received that claim on [PII].
[AGENT][NEUTRAL] Processed and denied on [PII] as this policy does not cover routine services.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] So it's as per the member's plan?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] No, sir, can I get the member's plan type for the plan name please?
[AGENT][NEUTRAL] Sure, it is a supplemental uh insurance and the uh plan name is Medlink.
[CUSTOMER][NEUTRAL] So, M E D L I N K.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. And can I get the member policy effective date range, please?
[AGENT][NEUTRAL] Sure, effective [PII] currently still active.
[CUSTOMER][POSITIVE] Thank you so much. So which means we can build a member correct?
[CUSTOMER][NEUTRAL] For the CPT code 3645.
[AGENT][NEUTRAL] Yes, uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. One moment. And also, can I get the claim number please?
[AGENT][NEUTRAL] Claim number is 349-416-0.
[CUSTOMER][POSITIVE] Got it thank you so much. That is all I need. And is there a reference number for this call, please?
[AGENT][NEUTRAL] It's just my name [PII].
[CUSTOMER][POSITIVE] Got it thank you so much for your help and I do really appreciate it.
[AGENT][POSITIVE] No problem at all, [PII] you have a great rest of your day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.