AccountId: 011433970860
ContactId: 9346af10-e13a-4a03-b2dc-709f6849f213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423859 ms
Total Talk Time (AGENT): 155881 ms
Total Talk Time (CUSTOMER): 126602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9346af10-e13a-4a03-b2dc-709f6849f213_20250421T19:51_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] Yes, good afternoon, [PII]. My name is [PII]. I'm calling from Geisinger Clinic checking on claim status, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Thank you. [PII]. Do you have um a provider portal, ma'am?
[AGENT][NEUTRAL] So we do have uh the online portal. Um, have you, has the claim been submitted already?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yeah, it has.
[AGENT][NEUTRAL] OK. OK. So you can register uh through the online portal. It's a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh you will need the.
[CUSTOMER][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, perfect. OK, I'll do that. All right.
[AGENT][NEUTRAL] OK. And did you want to go ahead and check status?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. And what is the policy number you're calling on?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 02441989
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you did say status today. What is the data service you're checking?
[CUSTOMER][NEUTRAL] 1116 2024 for $200.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the total bill is 200.
[CUSTOMER][NEUTRAL] OK, I'm trying to call.
[AGENT][NEUTRAL] What is the total bill? 200, OK, uh.
[CUSTOMER][NEUTRAL] Just 200.
[CUSTOMER][NEGATIVE] $200. I tried, I tried to get into [PII] and it's saying can't reach this page. Did I miss something?
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Secured [PII]
[CUSTOMER][NEUTRAL] Oh, secured. That's what, OK, thank you. OK, sorry.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now, I'm showing this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is a policy that's no longer active, so you would not be able to check status on any claims for this policy. Um, I do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when did it turn?
[AGENT][NEUTRAL] Uh, show a term date of [PII].
[CUSTOMER][NEUTRAL] OK, well, [PII] is still.
[AGENT][NEUTRAL] Uh, I do show that.
[AGENT][NEUTRAL] OK. Uh, I do show, uh, the
[CUSTOMER][NEUTRAL] So that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The data service I'm checking on is [PII], so she was active during that.
[AGENT][NEUTRAL] I understand that, but now because the policy is now canceled, you would not be able to get into the portal.
[CUSTOMER][NEUTRAL] Oh, just to view her claim. OK, I understand what you're saying. OK.
[AGENT][NEUTRAL] OK, uh, I show the claim received. It looks like it was denied. This policy does not cover services rendered in the physician's office.
[CUSTOMER][NEGATIVE] Not covered.
[CUSTOMER][NEUTRAL] Services and
[CUSTOMER][NEUTRAL] Office? OK.
[AGENT][NEUTRAL] Physician's office is not covered.
[CUSTOMER][NEUTRAL] OK. And what is the claim number?
[AGENT][NEUTRAL] Claim number is 354-0291.
[CUSTOMER][NEUTRAL] OK. And what day was the process? What date?
[AGENT][NEUTRAL] Let me get that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it looks like this claim did can I'm sorry, did uh process on
[AGENT][NEUTRAL] Uh, [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, good. And can I get a duplicate explanation of payment, please?
[AGENT][NEUTRAL] Sure, I can get that to you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And would you like that faxed over?
[CUSTOMER][NEUTRAL] Um, can you email it by any chance?
[AGENT][NEUTRAL] Yes, I can. What is that email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][POSITIVE] Mhm, yeah, that's correct.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where is this?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding, [PII]. It has been emailed. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, just your reference number, please.
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Thanks, [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.