AccountId: 011433970860
ContactId: 7536f656-252d-4543-882a-c484d68c273b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252869 ms
Total Talk Time (AGENT): 81338 ms
Total Talk Time (CUSTOMER): 53720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/7536f656-252d-4543-882a-c484d68c273b_20250217T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a claim please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], are you calling on behalf of the provider insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] 02212900 ML 8.
[AGENT][NEUTRAL] Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $1,187.
[AGENT][NEUTRAL] OK, it does show that we do have that claim on file.
[AGENT][NEUTRAL] And for the claim we did receive it.
[AGENT][NEUTRAL] On 227 or 24.
[AGENT][NEUTRAL] It was processed on [PII] 24. That claim number is 342-5127. It shows that the claim processed and it denied that office visits and or procedures are not covered under this plan. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, I do have another patient I need to look into.
[AGENT][NEUTRAL] OK, may I have that policy number and date and the patient's name?
[CUSTOMER][NEUTRAL] Will that be the same reference number or a different reference number?
[AGENT][NEUTRAL] It's gonna be the same reference. It would be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK. Uh, other policy is 01539961 ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] May I have date of service and total bill?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $583.
[AGENT][NEUTRAL] And for that claim we did receive it on [PII]. It was processed on [PII]. That claim number is 354-8436. It denied that office visits are not covered under the patient's plan.
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too.