AccountId: 011433970860
ContactId: 70e1b0c6-5671-4ed3-864c-61749c37d1c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417519 ms
Total Talk Time (AGENT): 144932 ms
Total Talk Time (CUSTOMER): 80847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/70e1b0c6-5671-4ed3-864c-61749c37d1c7_20250407T16:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you, [PII]?
[CUSTOMER][POSITIVE] Doing well. I was calling to check on a pre-treatment estimate for a patient.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Uh, could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 025148459
[AGENT][NEUTRAL] Patient's mm, OK. 025148459.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like I have too many numbers.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] 251-484-59
[CUSTOMER][NEUTRAL] Yes, um, but there's, there was a 0 at the beginning, but the rest of it was matched, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you spell that for me please?
[CUSTOMER][NEUTRAL] I can it's [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you could verify his date of birth.
[CUSTOMER][NEUTRAL] Oh, wait a minute, wait, wait, wait.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I do have him pulled up here. Thank you for verifying the policy.
[CUSTOMER][NEUTRAL] I think I have the member ID number in here wrong.
[AGENT][NEUTRAL] Yeah, it's 251-845-9.
[AGENT][NEUTRAL] The 0 can be added or not um.
[CUSTOMER][NEUTRAL] So there was just an extra.
[CUSTOMER][NEUTRAL] I can drop it. OK, so 251-845-9.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK and you said you're calling today for a pre-estimate?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and for what data service?
[CUSTOMER][NEUTRAL] It was submitted on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] The date of services to be determined they haven't scheduled yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me pull this.
[AGENT][NEUTRAL] Hm. And what was the total charges?
[CUSTOMER][NEUTRAL] It was $7,864.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, so it looks like it was completed on, uh, [PII]. Uh, looks like, um, the remarks states benefits are not listed in the schedule and they, they are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So none of it is OK.
[AGENT][NEUTRAL] Let me look at this one procedure. So that's, that's the, um, there's a different remark on procedure 2335. Let me see what that says.
[AGENT][NEUTRAL] OK, that one says alternate alternate procedure not applicable. So yeah, it looks like uh these charges are denied, would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any way that you could um fax or email that to me?
[AGENT][NEUTRAL] Yes, hold one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], would I be sending this to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and hold one moment, I'll get that fax number for you.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. It has been, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll do it thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.