AccountId: 011433970860
ContactId: a5457a81-6225-436d-9470-2b2c3caf8b64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223339 ms
Total Talk Time (AGENT): 97333 ms
Total Talk Time (CUSTOMER): 66571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a5457a81-6225-436d-9470-2b2c3caf8b64_20250616T16:20_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. Last in it she'll be calling from Bay rheumatology.
[AGENT][NEUTRAL] OK. [PII], how may I assist you?
[CUSTOMER][NEUTRAL] I'm calling to check on my claim status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure. It's 02013247.
[AGENT][NEUTRAL] It's 02013247.
[CUSTOMER][POSITIVE] Yes correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And may I have the date of service and total bill charge?
[CUSTOMER][NEUTRAL] Uh, let me see. It's [PII] for $363.78.
[AGENT][NEUTRAL] Thank you, and you can also check claim status via our secured portal that is [PII].
[AGENT][NEUTRAL] And that is for data service of 51 to 25 total bill 36378. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 360.
[AGENT][NEUTRAL] 986 1.
[AGENT][NEUTRAL] It shows that the office visit was denied, is not covered, but for the other procedure codes, the amount that was paid out was $87.26.
[CUSTOMER][NEUTRAL] OK. So that would be for uh CPT code 17,000 or the other one?
[AGENT][NEUTRAL] It's for the other procedure codes other than 99203, the office visit, it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. OK, got it. OK, thank you. And can you give me the payment details?
[AGENT][NEUTRAL] Yes, the check number is 204.
[AGENT][NEUTRAL] 8502.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have the issue date or clear date?
[AGENT][NEUTRAL] The issue date was the processing date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And clear the advantage.
[AGENT][NEGATIVE] As of right now, it's not showing that the check has cleared.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be all. Can I have your name and call reference number?
[AGENT][NEUTRAL] Yes, the call reference will be my first name, [PII], last initial of [PII] and today's date. And are you needing me to spell my name for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that would be
[AGENT][POSITIVE] Well, I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye.