AccountId: 011433970860
ContactId: 5ba30760-f517-42d9-afd7-e20a1a9ae9a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210070 ms
Total Talk Time (AGENT): 82011 ms
Total Talk Time (CUSTOMER): 69745 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5ba30760-f517-42d9-afd7-e20a1a9ae9a5_20250624T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII], and I'm calling from Nicholas Children's Hospital and looking for a claim status for a patient.
[AGENT][NEUTRAL] I can verify claim status.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is just hold, give me a second.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] It is 02465765 ML 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] The callback number will be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] Where norms
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Uh, actually there are two dates of services for this particular patient. So the first one is [PII].
[CUSTOMER][NEUTRAL] And bill amount on the claim was $1200.43.
[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 this pulled up.
[AGENT][NEUTRAL] It looks like it processed under claim number 3597782. It looks like the primary insurance did not pay.
[AGENT][NEUTRAL] So no benefits were payable on that one?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] This one processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your next date of service?
[CUSTOMER][NEUTRAL] Uh, the next date of service is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount for this one is $1,946.23.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] This one processed under claim number 3597792.
[AGENT][NEGATIVE] Looks like, no, the primary did not pay.
[AGENT][NEUTRAL] This one processed on [PII] as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. In that case, that would be all. Can you provide me a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. In that case, that would be all for today.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] But