AccountId: 011433970860
ContactId: 7044f5ba-bb31-4c4c-863b-5e807e032ca2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219100 ms
Total Talk Time (AGENT): 64383 ms
Total Talk Time (CUSTOMER): 99390 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7044f5ba-bb31-4c4c-863b-5e807e032ca2_20250610T20:29_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Toda's office checking on claim status.
[AGENT][NEUTRAL] Can I get a callback number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah. Policy number 023893887.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and [PII], you say you were calling for status today. What is the date of service?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Total charges?
[CUSTOMER][NEUTRAL] $191 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do show the claim was received, uh, claim was denied the policy does not cover physician visits.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. So it is uh not covered as per provider's policy, correct?
[AGENT][NEUTRAL] The policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, is there any particular reason for this one?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is there any uh uh reason uh why this policy is not covered in provider's contract?
[AGENT][NEUTRAL] This is according to the patient's plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It is not a covered service.
[CUSTOMER][NEUTRAL] So, can you give me the patient's plan name?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The name is American Public Life.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] 5. OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that one. can I get the claim receipt and process it?
[AGENT][NEUTRAL] Yes, uh, claim received on [PII].
[CUSTOMER][NEUTRAL] I received on [PII]. Mhm.
[AGENT][NEUTRAL] Claim denied on November, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] denied on November I'm sorry, [PII].
[CUSTOMER][POSITIVE] Yeah, got it. Yeah, thank you so much for your assistance. Uh, just spell the name for me for my documentation, [PII].
[AGENT][NEUTRAL] Yes, ma'am. My name is spelled [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is spelled [PII]
[AGENT][NEUTRAL] Last name, initial, [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much for your assistance.
[CUSTOMER][NEUTRAL] Yeah, can I get the call reference number?
[AGENT][NEUTRAL] Uh, to reference our call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] Uh, to reference our call.
[CUSTOMER][POSITIVE] And thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You have a wonderful day too, uh, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] You have a wonderful day. Thank you for calling bye bye.