AccountId: 011433970860
ContactId: 96cb2547-644e-43a9-a99c-55f2ee0f7cdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231320 ms
Total Talk Time (AGENT): 82638 ms
Total Talk Time (CUSTOMER): 79029 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/96cb2547-644e-43a9-a99c-55f2ee0f7cdc_20250611T13:24_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] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] here calling on behalf of provider's office. I need a claim status. Could you just help me with that, please?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 02445904.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a data service?
[CUSTOMER][NEUTRAL] 57 of 2024 with a bill amount of $175.
[AGENT][POSITIVE] Thank you for verifying that information for future.
[CUSTOMER][NEUTRAL] Getting
[CUSTOMER][NEUTRAL] Can I get your name one second if you don't mind?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[AGENT][NEUTRAL] For future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This processed under claim number 3457478 and it was denied for eligibility.
[AGENT][NEUTRAL] This client
[CUSTOMER][NEUTRAL] Uh, give me a moment here.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can I get the claim received date?
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] And processed on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Denied for?
[AGENT][NEUTRAL] Eligibility. It looks like this plan termed 4-14-2024, there is no active policy on file.
[CUSTOMER][NEUTRAL] Turn on. Could you just repeat that?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I get you to update once again?
[AGENT][NEUTRAL] 4 14 2024.
[CUSTOMER][NEUTRAL] 4:14, OK.
[CUSTOMER][NEUTRAL] Um, can I just request you be denied EOB?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, uh, the fax number is [PII].
[AGENT][NEUTRAL] I will fax this right over. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you. And what will be the that?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What will be the turnaround time to receive the EOB?
[AGENT][NEUTRAL] As long as it takes to transmit over, I'm sending it over right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean we call it upfront.
[AGENT][NEUTRAL] It will be my name, [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much, [PII]. I help the patient. It was a great help. Thank you.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day bye.