AccountId: 011433970860
ContactId: b8efe442-3188-4543-b666-1ca1c2e93c66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109199 ms
Total Talk Time (AGENT): 53909 ms
Total Talk Time (CUSTOMER): 41584 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b8efe442-3188-4543-b666-1ca1c2e93c66_20241231T13:37_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, it's [PII]. Can you check on a claim for me?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 0240435
[CUSTOMER][NEUTRAL] 0 M like Mary L like Larry 8.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] OK, thank you. And the uh phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] [PII] You'll use my name in today's date as reference for today's call. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you said that you're checking for a claim status?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Could you repeat the date of service please and provide the total bill.
[CUSTOMER][NEUTRAL] Yes, [PII], the charge 170.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it was denied. The office visit charge is not covered by the patient's policy. I'm showing a claim number of 353.
[AGENT][NEUTRAL] 648 9.
[CUSTOMER][NEUTRAL] Is
[AGENT][NEUTRAL] And that was processed on.
[CUSTOMER][NEUTRAL] Is that a patient responsibility?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We do not determine patients responsibility. It's just not covered by this policy.
[CUSTOMER][NEUTRAL] Mhm, so office visits not covered by the policy?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mhm. OK. Thank you.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] No, what's the name of this insurance?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What's the name of this insurance?
[AGENT][NEUTRAL] The type of product or the name of the insurance company?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, the name of the insurance company.
[AGENT][NEUTRAL] American Public Life Insurance Company.
[CUSTOMER][POSITIVE] in public life. OK, thank you.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Market. Have a good day.
[CUSTOMER][NEUTRAL] OK.