AccountId: 011433970860
ContactId: 62813687-3a2a-4633-8318-7d94b7144d36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201119 ms
Total Talk Time (AGENT): 68033 ms
Total Talk Time (CUSTOMER): 41902 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/62813687-3a2a-4633-8318-7d94b7144d36_20250616T19:29_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] Yes, my name is [PII]. I'm calling from Allergy Partners, and I have a question about a claim.
[AGENT][NEUTRAL] May I have a callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02140634.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for a status of a claim.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] It is [PII] and total amount.
[CUSTOMER][NEUTRAL] The old
[CUSTOMER][NEUTRAL] It's $52.
[AGENT][NEUTRAL] Thank you, and I'm pulling that information up for you now. And you can also check claim status via our secured portal that is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for that claim it does show that we received it on [PII].
[AGENT][NEUTRAL] It's processed on [PII].
[AGENT][NEUTRAL] That claim number is 348.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9470. That claim showed that it processed and it denied.
[AGENT][NEUTRAL] Sorry about that. The system froze.
[AGENT][NEUTRAL] It shows that it applied towards the member's deductible. So that has a deductible that hadn't been met with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I just need to get a reference number for this call.
[AGENT][NEUTRAL] OK, the reference will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye.