AccountId: 011433970860
ContactId: 7447ee38-e3a8-42cd-9910-7be36f38462a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153919 ms
Total Talk Time (AGENT): 74888 ms
Total Talk Time (CUSTOMER): 52053 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7447ee38-e3a8-42cd-9910-7be36f38462a_20250508T17:41_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] Hi, I'm just trying to get claim status, please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, it, this is a, um,
[CUSTOMER][NEUTRAL] Sure, my name's [PII]. The policy is for one of our patients. Um, let me get the number. I think it's 1435242 ML8.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and [PII], may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh, I know what I'm looking at.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII]. I'm just looking at this claim and they have ML7 on it, so maybe that's the problem.
[AGENT][NEUTRAL] And that's fine. I can pull it up. And may I have a date of service?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, the first one is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] It's 3:46 22.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] 11:24.
[AGENT][NEUTRAL] OK, I have to check a different policy. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so this process under policy number 01640646 and it processed under claim number 3540065, no benefits are payable. They do not have the office visit benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect perfect thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life A and have a great rest of your day. Bye-bye.
[CUSTOMER][POSITIVE] You as well thank you.