AccountId: 011433970860
ContactId: ad648bb2-c8b3-4db2-b6a8-32a982b4a961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218320 ms
Total Talk Time (AGENT): 87017 ms
Total Talk Time (CUSTOMER): 38192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ad648bb2-c8b3-4db2-b6a8-32a982b4a961_20250625T13:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] That is our payer ID.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] Uh, yeah, if you could obviously whoever entered this ID was.
[CUSTOMER][NEGATIVE] Not the brightest.
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] [PII], last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] The policy number will be 02337500.
[AGENT][NEUTRAL] And may I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] $1,008.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] This processed under claim number 359-6184. The office visit 99214 was not covered. This policy does not have office visit benefits and the 73,030, the primary insurance paid in full, so no benefits were payable.
[CUSTOMER][NEUTRAL] OK, so you don't cover office visits.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And this claim processed on [PII].
[CUSTOMER][NEUTRAL] OK, and I'm sorry, your name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye.