AccountId: 011433970860
ContactId: 727deddd-7c1c-4e6c-8cff-02bb444ba439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203059 ms
Total Talk Time (AGENT): 84788 ms
Total Talk Time (CUSTOMER): 78071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/727deddd-7c1c-4e6c-8cff-02bb444ba439_20250418T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, hi, good morning. This is [PII] uh from provider's office, checking on the medical bill status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. That is going to be 02440270. Excuse me.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, that is going to be, uh, one moment.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, member's name is it's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, that was [PII]. I apologize. That was on [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Uh, that's for $386.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] This processed?
[CUSTOMER][NEGATIVE] Oh, don't care.
[AGENT][NEUTRAL] You're welcome. It processed under claim number 3577803. No benefits are payable. They do not have the office visit benefit. This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] So they do not have uh
[AGENT][NEUTRAL] There's no benefits for office visits. That is correct.
[CUSTOMER][NEUTRAL] Of the benefits.
[CUSTOMER][NEUTRAL] Uh, OK, one moment.
[CUSTOMER][NEUTRAL] So can we uh go ahead and build this claim to patient?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Isn't it so? One moment.
[CUSTOMER][NEUTRAL] I have another data service for the same patient also.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was on [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] And that is for the charge amount of $386.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It process on claim number 3583757. No benefits are payable, no office visit benefits, and this claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK, thank you very much. I'm done with this number. And do you have any call reference number for today's call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you so much for helping. Have a wonderful rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] [PII]. Bye-bye.