AccountId: 011433970860
ContactId: 8e6c0c34-570f-435f-9a01-e8df9452aa18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296390 ms
Total Talk Time (AGENT): 132702 ms
Total Talk Time (CUSTOMER): 103555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8e6c0c34-570f-435f-9a01-e8df9452aa18_20250616T14:27_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] Hey, this is [PII] calling from provider's office to check on the claim status. Can you please assist me with that?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] And the policy number for the patient is 02493393 M as in Mike L as in Lima 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII] with the total bill amount of $324 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. This process under claim number 3586144.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No benefits are payable. They do not have the office visit benefit.
[AGENT][NEUTRAL] This claim was received on [PII]. It processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just a moment, please. Uh, I do have all the information with me. Can you please just fax me the copy of EOB of this claim?
[AGENT][NEUTRAL] Yes, ma'am. May I have your fax number?
[CUSTOMER][NEUTRAL] It's [PII], and attention to my name.
[AGENT][NEUTRAL] And can you spell it for me, please?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII] and the initial of my last name is the first in [PII].
[AGENT][POSITIVE] Thank you. I will fax this right over. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, I do have same patient to more claims, uh, which I need the copy of EOB.
[AGENT][NEUTRAL] May I have a data service?
[CUSTOMER][NEUTRAL] Uh, the date of service for that claim is [PII] with the total bill amount of $661 even.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] And may I know if you fax the EOB now? May I know when it will be received?
[AGENT][NEUTRAL] As long as it takes to transmit over, I'll fax it right over.
[AGENT][NEGATIVE] This claim processed under claim number 3586133. It looks like the office visit is not covered. The second line, 93,000, looks like primary insurance paid in full. No benefits were paid on that line.
[AGENT][NEUTRAL] I'll fax that one over as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It also processed on [PII].
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] And the last claim whenever you are ready.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The date of service is [PII] with the total bill amount of $599 even.
[AGENT][NEUTRAL] This one processed under claim number 3586132. This one denied as no office visit benefit.
[AGENT][NEGATIVE] This one processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'll fax all 3 EOBs over as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much time it will require?
[AGENT][POSITIVE] It shouldn't take long. It'll just transmit over to you. I'm sending them over right now.
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][POSITIVE] You are so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Uh-huh, can you please spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Thank you so much. Can I get the call reference number?
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII] helping me out with us. Have a great day bye bye.
[AGENT][POSITIVE] Um, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.