AccountId: 011433970860
ContactId: 5f7fd3a0-e475-416e-903c-d06895f638b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453980 ms
Total Talk Time (AGENT): 141868 ms
Total Talk Time (CUSTOMER): 132957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/5f7fd3a0-e475-416e-903c-d06895f638b2_20250422T14:57_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] Hi, my name, this is [PII] calling from Flo office to check claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is 255967.
[AGENT][NEUTRAL] That is not a valid policy number?
[CUSTOMER][NEUTRAL] OK. If you don't mind, can you search with the face and first name and last name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, patient last name is [PII].
[CUSTOMER][NEUTRAL] And 1st, 1st name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, a callback number is [PII]. This is direct line.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, take down.
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $48 even.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] $28.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And it's $28 the bill amount?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Because I'm not showing we have received data service $1221 for $28 for [PII].
[CUSTOMER][NEUTRAL] OK. Uh, can you search, uh, with the date of service is [PII] and total bill amount is
[CUSTOMER][NEUTRAL] Same $28 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So for [PII], this processed under claim number 3586713, it processed and denied on [PII] and
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The maximum benefit for this confinement has been paid, so it looks like the benefit was meant for hospital inpatient.
[AGENT][NEGATIVE] So no benefits were payable.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 2 more data services.
[AGENT][NEUTRAL] For the same
[CUSTOMER][NEUTRAL] If you don't mind, can you also provide me, yeah, same, but it.
[AGENT][NEUTRAL] Is it for the same person?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is $28 even.
[AGENT][NEUTRAL] This processed under claim number 3586717, same denial reason, it processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And next date of service is [PII].
[AGENT][NEUTRAL] $28 as well.
[CUSTOMER][NEUTRAL] Just one second, I'm checking.
[CUSTOMER][NEUTRAL] Yeah, same $28 even.
[AGENT][NEUTRAL] It processed and denied under 358-6737. It processed and denied for the same reason under 49-2025.
[CUSTOMER][NEUTRAL] OK. Maximum.
[CUSTOMER][NEUTRAL] Number of in, uh, each seat, correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, if you don't mind, can you provide me the correct policy number which is no claim on file so I can resubmit that one with the correct policy number.
[AGENT][NEUTRAL] Yes, it's 02.
[AGENT][NEUTRAL] 555967.
[CUSTOMER][NEUTRAL] OK. And what is the effective date of the policy?
[AGENT][POSITIVE] It's effective [PII] and it is active.
[CUSTOMER][NEUTRAL] And if you don't mind, can you send uh you the fax, uh.
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII], yeah, um [PII].
[CUSTOMER][NEUTRAL] [PII] India. And last name is [PII].
[AGENT][POSITIVE] Thank you. I will fax this right over. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just uh need the call reference number.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much and have a nice day. Take care for now. How long take time to receive the, the fax?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Just as long as it takes to transmit over. I'm sending them over now.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a nice day.
[AGENT][POSITIVE] You're so welcome