AccountId: 011433970860
ContactId: 7d620f65-eeb5-4257-adb7-56c32103fc13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182720 ms
Total Talk Time (AGENT): 79395 ms
Total Talk Time (CUSTOMER): 60973 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/7d620f65-eeb5-4257-adb7-56c32103fc13_20250425T17:41_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] Yes, hi, this is [PII] calling from provider office. We need a claim information.
[AGENT][NEUTRAL] I can verify benefits. I'm sorry, I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, just a second.
[CUSTOMER][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 02505638 M for Mike, L for Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Abram solutions.
[CUSTOMER][NEUTRAL] [PII]. Date of birth.
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $128.
[AGENT][NEUTRAL] 128.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] This processed and the claim number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] 3573727, no benefits are payable. They do not have the office visit to benefit. This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Uh, could you please send me the email with the fax for me?
[AGENT][NEUTRAL] May I have your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] OK, I will fax it over to [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, can you please provide me your name and call reference? Uh, you are sending the, you will be right?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Can you please repeat again your name? Can you please spell one more time?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Thank you so much for your supporting. Have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.