AccountId: 011433970860
ContactId: 9a7a1950-064e-47e0-aeba-8c1e4cb0ca14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234800 ms
Total Talk Time (AGENT): 55447 ms
Total Talk Time (CUSTOMER): 101549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9a7a1950-064e-47e0-aeba-8c1e4cb0ca14_20250516T13:54_UTC.wav
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[CUSTOMER][NEUTRAL] Hello, ma.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII] calling from the product office to check up on the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, but before continuing, let me also tell you that this call is been recorded. So would you like us to continue the recording?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It will be 02552057.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] The date of service will be for [PII] and it's billed for $370.
[AGENT][NEUTRAL] Uh, it looks like we received the claim on [PII], processed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Uh, so office which is not covered under the policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, may I know what, what type of plan does the member has and which all services are covered?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know what type of plan does the member has, the plan name, and what all things that the plan covers?
[AGENT][NEUTRAL] The plan, the plan name is Medlink SFS.
[AGENT][NEUTRAL] And it covers outpatient hospital expenses.
[CUSTOMER][NEUTRAL] It only covers outpatient hospital service.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it will not pay for office visit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, no issues. Can you just spell out the name for me?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK, [PII]. Thank you for this one. And may I know is uh the American Public Life the primary insurance for the member?
[AGENT][NEUTRAL] No, we're secondary.
[CUSTOMER][NEUTRAL] And who the primary insurance is?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] United Healthcare.
[CUSTOMER][NEUTRAL] United Healthcare. And do you have any member ID for United?
[AGENT][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no issues. Can I just get the claim number for this one?
[AGENT][NEUTRAL] 358-817-0
[CUSTOMER][NEUTRAL] 358-817-0, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Thanks, [PII]. Can I get the call reference, please?
[AGENT][NEUTRAL] A call reference is my name, [PII], with today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for the assistance. You were very helpful and have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.