AccountId: 011433970860
ContactId: 7fa6f9a0-629e-45b4-893c-46555b4e2438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316320 ms
Total Talk Time (AGENT): 83719 ms
Total Talk Time (CUSTOMER): 108570 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7fa6f9a0-629e-45b4-893c-46555b4e2438_20250404T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from NY Langon Hospital to check on the claim status.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 343-502-4
[AGENT][NEUTRAL] It's 023435024.
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEGATIVE] It's too many numbers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the correct policy number please?
[CUSTOMER][NEUTRAL] Sorry, this is the policy number, actually. This is American Public Life, right?
[AGENT][NEUTRAL] Yes, it is. Are you looking at the card?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at the car and I'm telling you.
[CUSTOMER][NEUTRAL] Just give me a moment I again I'll check.
[AGENT][NEUTRAL] So that card shows 02343024.
[CUSTOMER][NEUTRAL] No, it's 023435024.
[AGENT][NEUTRAL] OK, that's too many numbers. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm. Yeah.
[CUSTOMER][NEUTRAL] The patient name is [PII]. I'll spell it out for you. It's [PII].
[CUSTOMER][NEUTRAL] [PII] and the last name would be [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the date of birth is.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the bill amount is $338 338 dollars even.
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for status of claim for the date of service of 2-10-25-338 total bill. It does show that we received that claim on 3-11-25. That claim was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Claim number 357-5809. That claim process and denied that office visits are not covered under the patient's plan. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm, may I know why it was delayed? Can you just tell me again?
[AGENT][NEUTRAL] Is not covered under the patient's plan, office visit is not covered.
[CUSTOMER][NEUTRAL] OK, just, just, just let me check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, [PII]. Mm OK, thank you. Can I know your name?
[AGENT][NEUTRAL] The reference number would be my first name, [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] OK. Try spelling [PII]
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, thank you. Thank, thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, [PII].