AccountId: 011433970860
ContactId: 9c229269-64cf-4636-805e-fd82c7514800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231139 ms
Total Talk Time (AGENT): 85462 ms
Total Talk Time (CUSTOMER): 76926 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9c229269-64cf-4636-805e-fd82c7514800_20250225T13:59_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] I.
[CUSTOMER][NEUTRAL] Hi, very good morning. My name.
[AGENT][POSITIVE] Good morning. Thank you for calling.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][POSITIVE] Yes. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, it's [PII] here calling from the products office checking on claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and the policy number it's gonna be
[CUSTOMER][NEUTRAL] It's gonna be 01737544 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] That's gonna be [PII]. It's a direct line, but I, how do you spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have
[CUSTOMER][NEUTRAL] Your last name first?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. 1st and 1st name is [PII] and the last name will be white, and date of birth is on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] The date of service on [PII] for the total charges of $9,516 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment, I'll pull this up.
[AGENT][NEUTRAL] This process under claim number 34.
[AGENT][NEUTRAL] 88978. No benefits are payable, the inpatient max was met.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This claim was received on [PII]. It processed and denied on [PII].
[CUSTOMER][NEUTRAL] So, is it possible that you can fax the UP to us?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Yeah, uh, it's gonna be just a minute.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 754.
[CUSTOMER][NEUTRAL] 240
[CUSTOMER][NEUTRAL] 8 sorry, 2407801.
[AGENT][NEUTRAL] I have 7542407801.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] I'll, I'll fax this right over. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, can I get the call reference number?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] [PII], thank you for
[CUSTOMER][NEUTRAL] So how long it will take me to see?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, when I can accept the?
[AGENT][NEUTRAL] I am faxing it over right now.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] You should be receiving it shortly.
[CUSTOMER][POSITIVE] Sure, thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life, Moses. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Take too. Bye-bye.