AccountId: 011433970860
ContactId: a68e12c2-e734-4754-beb7-46fcb25b6bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183199 ms
Total Talk Time (AGENT): 72184 ms
Total Talk Time (CUSTOMER): 54387 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/a68e12c2-e734-4754-beb7-46fcb25b6bc2_20250121T14:36_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] Hi, good morning. My name is [PII] and I'm calling to get a general medical claim status.
[AGENT][NEUTRAL] OK, I can help you with that [PII]. Could I get a call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it is 932134.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say status, what is the date of service you're calling on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] $576.32.
[AGENT][POSITIVE] OK, thank you so much for verifying that account. I mean the policy and the data service let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, it looks like the claim was received.
[AGENT][NEUTRAL] And process.
[AGENT][NEUTRAL] Uh, it looks like this policy does have a $250 deductible.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] It shows $90.19 was applied to the patient's deductible.
[CUSTOMER][NEUTRAL] $90.19 did you say that?
[AGENT][NEUTRAL] Yes, applied to the deductible.
[CUSTOMER][NEUTRAL] OK, so it's a member's responsibility.
[CUSTOMER][NEUTRAL] 19 uh 919 and can I get that claim number?
[AGENT][NEUTRAL] Yes, claim number is 342-4909.
[CUSTOMER][NEUTRAL] And this was processed on?
[AGENT][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] Claim processed on [PII].
[CUSTOMER][NEUTRAL] OK, and it's members responsibility 9019. Thank you. Can I get the reference number?
[AGENT][NEUTRAL] To reference the call, you will use my name [PII] and today's date. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][POSITIVE] That's about it. Thank you so much and you have a nice day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye