AccountId: 011433970860
ContactId: 8df47dd7-4e9f-447c-8db3-d05ddeb18c34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201710 ms
Total Talk Time (AGENT): 48817 ms
Total Talk Time (CUSTOMER): 65275 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8df47dd7-4e9f-447c-8db3-d05ddeb18c34_20250616T15:16_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.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling for Lauderdale Academic Dermatology, and I'm calling to check on a claim status.
[AGENT][NEUTRAL] Can I get a callback number for you [PII]?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number that would be uh
[CUSTOMER][NEUTRAL] 02486627
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] The baking name as well.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the data service you're checking?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The date of service is [PII] with a total charge amount of $204 even.
[AGENT][POSITIVE] OK, thank you so much for verifying the policy.
[AGENT][NEUTRAL] And providing the information, it looks like the claim was received and the claim was denied. Office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Oh, thank you so much for your patience. And can I get the claim receipt and denial date?
[AGENT][NEUTRAL] The claim denied on [PII].
[CUSTOMER][NEUTRAL] And the receipt the same, right? Or it's it different?
[AGENT][NEUTRAL] The received date is [PII].
[CUSTOMER][NEUTRAL] [PII]. Got it.
[CUSTOMER][NEUTRAL] OK, can you please allow me a moment for one minute?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you so much for your patience. And can I get the claim number?
[AGENT][NEUTRAL] Claim number is 3606402.
[CUSTOMER][NEUTRAL] Got it. And so the call reference for this.
[AGENT][NEUTRAL] To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. That's all I have for today. Thank you so much for your assistance. You have a great day. Bye-bye. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.