AccountId: 011433970860
ContactId: 81fe5268-c57e-4827-a54a-9c81ec4a9afe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247970 ms
Total Talk Time (AGENT): 64633 ms
Total Talk Time (CUSTOMER): 68163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/81fe5268-c57e-4827-a54a-9c81ec4a9afe_20250613T17:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] from American Family Care.
[CUSTOMER][NEUTRAL] I want to check the claim status of the patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, the policy number is D476-834-11.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah, but uh.
[AGENT][NEUTRAL] Could, do you have a social for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What is that social?
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Uh that is [PII]
[AGENT][NEUTRAL] OK, that patient is not coming up in our system.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I have the right policy number for um policy number for this. I checked the insurance card. That is 024.
[CUSTOMER][NEUTRAL] 94
[CUSTOMER][NEUTRAL] 149
[AGENT][NEUTRAL] OK. And the date of birth, please.
[CUSTOMER][NEUTRAL] Uh, the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say status. What is the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] $267 even.
[AGENT][NEUTRAL] 267.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] OK, I do show that this claim was processed.
[AGENT][NEUTRAL] Uh, it looks like.
[AGENT][NEUTRAL] It was paid to the insured.
[AGENT][NEUTRAL] 7-112024, correct?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, this claim was submitted and and paid to the insured.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, may I know the reason why it was paid to insured?
[AGENT][NEUTRAL] We show that the uh insured submitted the charges.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] The insured submitted the charges prior to your claim.