AccountId: 011433970860
ContactId: b0d4d675-7e96-447d-80cd-d8b6b137bf4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177320 ms
Total Talk Time (AGENT): 75417 ms
Total Talk Time (CUSTOMER): 78031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b0d4d675-7e96-447d-80cd-d8b6b137bf4c_20250317T20:16_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] from Bas Baptist Hospital of Miami. I wanted to check, um, I'm not sure if this claim was denied by you guys. Um, I wanted to just check with you again.
[AGENT][NEUTRAL] I can verify claim status. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Sure. It's 002175427.
[AGENT][NEUTRAL] OK, that's too many numbers. One moment.
[CUSTOMER][NEUTRAL] Too many numbers? OK.
[CUSTOMER][NEUTRAL] Uh, make sure it's 002175427.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII] of this year for $92,784. We had a $600 balance left that was billed to you guys as secondary.
[AGENT][POSITIVE] Thank you and thank you for verifying that information. For future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up for you. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Looks like this processed under claim number 3562592. It looks like no benefits are payable. Let me get up the code.
[AGENT][NEGATIVE] Looks like there are no benefits payable for chemo radiation therapy when administered in a physician's office or outpatient facility. So it looks like this was not covered by the policy.
[CUSTOMER][NEUTRAL] OK. Is there a way that you can fax or email me a copy of that AB because I see where the patient have a um foundation for the drugs um copay assistant foundation, so I would send it to balance to them.
[AGENT][NEUTRAL] OK, may I have your fax number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a great evening.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great evening. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye. Bye-bye.