AccountId: 011433970860
ContactId: aec76ce5-7e64-4d28-b69c-43742c8e9075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205320 ms
Total Talk Time (AGENT): 99211 ms
Total Talk Time (CUSTOMER): 60283 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/aec76ce5-7e64-4d28-b69c-43742c8e9075_20250218T13:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I'm gonna.
[CUSTOMER][NEUTRAL] Hey, hi [PII], this is [PII] from the office checking on a client status.
[AGENT][NEUTRAL] All right, [PII]. May I have a phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. That is number [PII]. It's a direct line.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Thank you for that information. May I have the policy number you're calling in reference to [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. That's number 023.
[CUSTOMER][NEUTRAL] 893-887.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] And this is for [PII], date of birth [PII].
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. [PII]. OK. Let me go to it.
[AGENT][NEUTRAL] What is the data service you're looking for?
[CUSTOMER][NEUTRAL] And that is for [PII].
[CUSTOMER][NEUTRAL] For the charge amount of $106 even?
[AGENT][NEUTRAL] All right, I do see that. Let me bring it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Look like we received that claim on [PII]. It was processed on [PII]. That claim number was 353-3788, and let me tell you what the explanation of benefits said.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. The explanation of benefits said that benefits are payable under this certificate are limited to those outlined on the scheduled benefits. This is not a covered loss under this plan. So that particular uh medical treatment was not covered under this patient's secondary plan.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'll.
[CUSTOMER][NEUTRAL] Sure. Thank you. Thank you for the information, and I see. And is it possible to send that UBS through fax like that?
[AGENT][NEUTRAL] Yeah, uh, we can send it back by fax. Uh, uh, what's the fax number you want to fax to?
[CUSTOMER][NEUTRAL] Um yes, [PII] and that's number 854.
[CUSTOMER][NEUTRAL] 999.
[CUSTOMER][NEUTRAL] 453 5. Attention to my name, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] Anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's it. [PII]. Can I have a reference number, please?
[AGENT][NEUTRAL] You're gonna use my name, [PII], and today's date for reference.
[CUSTOMER][POSITIVE] Thank you, [PII], and that's it for the day. You have a nice day.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] Thank you for calling American Public Life, and you have a wonderful day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye