AccountId: 011433970860
ContactId: 8b4a4624-1002-403e-9a6e-9961a352216c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138250 ms
Total Talk Time (AGENT): 71849 ms
Total Talk Time (CUSTOMER): 53374 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8b4a4624-1002-403e-9a6e-9961a352216c_20250131T14:26_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] My name is [PII] and I'm calling from a provider's office to get the status of a claim.
[AGENT][NEUTRAL] [PII], I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02350172.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and that's my direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $243.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] This processed. You're welcome. This processed under claim number 3533579. No benefits were payable. This policy provides no benefits for office visits.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] OK, no benefit.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] So basically what is this policy, an emergency policy or?
[AGENT][NEUTRAL] This policy follows the primary. It will pick up the copays, coinsurance and or deductibles. So it does have the office treatment, but not the actual office visit benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] Got you so it should be secondary to their primary.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's what has happened that you've been, you all been billed as primary, so, OK, all right, dear, uh, do y'all do call reference numbers?
[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] No, thank you. I do appreciate all your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.