AccountId: 011433970860
ContactId: 77a449e5-3238-4e10-a652-00404b69fe13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191320 ms
Total Talk Time (AGENT): 75556 ms
Total Talk Time (CUSTOMER): 68029 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/77a449e5-3238-4e10-a652-00404b69fe13_20250508T15:53_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi. My name is [PII]. I'm calling from University of Texas. I was trying to check on a medical claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02440462.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] 483.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII]. Check claim status as well. One moment.
[AGENT][NEUTRAL] This processed under claim number 3492926.
[AGENT][NEGATIVE] It looks like no benefits were payable. The office visit is not covered. The treatment line looks like the outpatient benefit max was met, so no benefits were payable.
[CUSTOMER][NEUTRAL] OK, uh, thank you. Is it, would it be possible for you to like fax the EOB to us?
[AGENT][NEUTRAL] Sure. May I have your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over.
[AGENT][NEUTRAL] Is there anything
[CUSTOMER][NEUTRAL] Yeah, uh, just a moment, please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Oh sorry, I was waiting for another phone call and I was being called for that. Um, OK, um, yeah, would it be OK to put attention to my name, [PII] on the fax?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. I'll send this right over.
[CUSTOMER][POSITIVE] OK. uh, thank you so much, um.
[CUSTOMER][NEUTRAL] Is there any reference for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you so much for your help. Have a good day.
[AGENT][POSITIVE] You're, you're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.