AccountId: 011433970860
ContactId: ba7513ef-e4ce-4ed0-baf8-ee1afc64d993
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193169 ms
Total Talk Time (AGENT): 74419 ms
Total Talk Time (CUSTOMER): 65478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/ba7513ef-e4ce-4ed0-baf8-ee1afc64d993_20250107T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, uh, [PII]. Uh, my name is [PII]. I'm calling from Florida Hospital for claim status.
[AGENT][NEUTRAL] I can verify claim status now. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. Policy number, it's um 02308188 M as in Mary, L as in Louis 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, that's [PII]. Um, date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] So the service is 1028 24, built amount 7 built amount $85.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, looks like this processed under claim number.
[AGENT][NEUTRAL] 3535518
[AGENT][NEGATIVE] And it looks like this claim processed and denied as.
[AGENT][NEUTRAL] Benefits paid to the insured. So it looks like the insured submitted this claim prior to the provider claim being submitted. It looks like benefits paid to the insured.
[CUSTOMER][NEUTRAL] To the patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And um
[CUSTOMER][NEUTRAL] Can we re um how can I request a copy of that?
[CUSTOMER][NEUTRAL] That it was paid to the patient.
[AGENT][NEUTRAL] I can fax a copy of the EOB over to you.
[CUSTOMER][NEUTRAL] Would you be able to send it to my email?
[AGENT][NEUTRAL] Yes, can you have a fax number?
[CUSTOMER][NEUTRAL] Um, my facts.
[CUSTOMER][NEUTRAL] it's talking.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I will fax this over to [PII].
[CUSTOMER][POSITIVE] Perfect. And um OK. Thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Now, thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.