AccountId: 011433970860
ContactId: 6c414fc0-f33b-484d-8ea2-ba06900501df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165039 ms
Total Talk Time (AGENT): 64967 ms
Total Talk Time (CUSTOMER): 61728 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/6c414fc0-f33b-484d-8ea2-ba06900501df_20250410T13:29_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And it's like that.
[CUSTOMER][NEUTRAL] I, I need to see if the claim was received.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And a callback number is [PII]. I have an extension of [PII].
[AGENT][NEUTRAL] Thank you and may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1792115.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII] I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for status. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, the uh date of service is [PII], and the total bill amount was $290.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this claim, it does show that we did receive it on [PII] of this year. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 357-072-7. It shows that the claim process and it denied that office visits are not covered under the patient's plan. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I have the check number check date. OK, can I get a, uh, reference number for this call, please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right, [PII] 8 state. OK, thank you so much for your help. I appreciate you.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life, have a great day.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye.