AccountId: 011433970860
ContactId: 65b629a0-07da-401a-bc23-13de9859150b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153600 ms
Total Talk Time (AGENT): 53450 ms
Total Talk Time (CUSTOMER): 52068 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/65b629a0-07da-401a-bc23-13de9859150b_20250618T19:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How may I assist? Hi, this is [PII] Uh, initial is [PII] for Girls calling regarding claim status from calling from provider's office.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 1,119,240.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for kind of claim for this member.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, by the [PII], the bill amount is $70 even.
[AGENT][NEUTRAL] What was the month again, please?
[CUSTOMER][NEUTRAL] 70, 70.
[AGENT][NEUTRAL] The months
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was the month for the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I did pull that claim up for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I'm getting that information.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] It does show that we received that claim on [PII] or [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 35.
[AGENT][NEUTRAL] 93
[AGENT][NEUTRAL] 952. It shows that their claim processed and denied.
[AGENT][NEGATIVE] That this policy was not active at the time of service.
[AGENT][NEUTRAL] The term date for this policy is [PII]. Is there anything else I can?