AccountId: 011433970860
ContactId: 89e99247-bc5e-4bbb-999a-8bbff0956a3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202000 ms
Total Talk Time (AGENT): 81093 ms
Total Talk Time (CUSTOMER): 82449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/89e99247-bc5e-4bbb-999a-8bbff0956a3e_20250414T14:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, morning. Good morning. My name is [PII] calling from Helix Healthcare Services. I am calling to get status on a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02286183.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] 95.
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] It was for [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is $172 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This process under claim number 3579278 looks like a benefit amount of $75 to the I'm sorry, benefit amount of $25 processed to the provider.
[AGENT][NEUTRAL] And this claim processed on [PII].
[CUSTOMER][NEUTRAL] 321 25 and was that payment done by electronic or paper check?
[AGENT][NEUTRAL] It was a single check, paper check, check number 2034372.
[CUSTOMER][NEUTRAL] That um you know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Paper check 203-4372 and um let me see what other questions do I have for you. I just had it in my head and I just just went OK to what address was the check sent to?
[AGENT][NEUTRAL] It went to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] [PII] awesome. And do you provide reference numbers for the phone calls?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that'll be it. I just wanted to make sure that I can pull up the EOP on the website because I do have access, but since I didn't have a claim number, it wouldn't pull up for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Just 4. OK, I got it. Great. Thank you so very much, [PII]. You have a great day.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.