AccountId: 011433970860
ContactId: 8d10b65e-b59b-4e97-83b1-ac16d20ba3c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118830 ms
Total Talk Time (AGENT): 50305 ms
Total Talk Time (CUSTOMER): 61119 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8d10b65e-b59b-4e97-83b1-ac16d20ba3c9_20250122T16:07_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] Hi [PII]. My name is [PII], and I'm calling on behalf of Ortho Carolina PE and I have questions on a claim because it came back to knowledge and says not covered.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII] and could I get a callback number?
[CUSTOMER][NEUTRAL] OK, let me take a look at that for you, [PII].
[CUSTOMER][NEUTRAL] Yes, I work from home, so it's a direct line. It's [PII] I mean [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're going, you're calling on?
[CUSTOMER][NEUTRAL] 0170518.
[CUSTOMER][NEUTRAL] 5 ML 8
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I'll spell the last name. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her date of birth.
[CUSTOMER][NEUTRAL] And date of birth is [PII]. Go ahead.
[AGENT][POSITIVE] Thank you so much and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Um, 924 24, it was for $555.
[AGENT][NEUTRAL] 55
[AGENT][NEUTRAL] OK, thank you so much for that information. Uh, I do show the claim here um it looks like this pol I'm sorry, this, yes, this policy does not cover services in the physician's office and therefore the claim was denied.
[CUSTOMER][NEUTRAL] OK, so because this was in a specialist set setting office.
[AGENT][NEUTRAL] Yes, the.
[CUSTOMER][NEUTRAL] A visit it's not covered, OK, an office setting, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and [PII], do you have a call reference number that I spoke to you?
[AGENT][NEUTRAL] Uh, to reference our call, you will use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] You have a wonderful day yourself [PII] and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye bye.