AccountId: 011433970860
ContactId: bb5a4848-f076-40c5-a9e6-102e08ef5e89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311250 ms
Total Talk Time (AGENT): 75250 ms
Total Talk Time (CUSTOMER): 79581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/bb5a4848-f076-40c5-a9e6-102e08ef5e89_20250304T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling on behalf of provider's office to check on claim status for a patient. Could you please help me with that?
[AGENT][NEUTRAL] Could you spell your name for me, please?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so the callback number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, ID number is 2253026.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, so the patient's name is, just a second.
[CUSTOMER][NEUTRAL] The patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim for this member?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Uh, yeah, they have services for uh uh [PII] and the bill amount is $30.
[AGENT][NEUTRAL] Thank you. And that is 11:30 of 23?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] I'm pulling that up for you now.
[AGENT][NEUTRAL] I'm trying to pull that claim up for you.
[AGENT][NEUTRAL] So it does show that we received that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That claim number is 325.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 654-6. It shows that the claim processed and it denied.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] The benefits are not listed, so this is a non-covered benefit for this member.
[CUSTOMER][NEUTRAL] Oh, not a covered benefit. OK. Thank you so much for the information. And I just need, need to tell you one thing, since we don't have the UB for this claim, if you don't mind, could you please kindly send the copy of EOB through fax?
[AGENT][NEUTRAL] May I have the fax number please?
[CUSTOMER][POSITIVE] And thank you so much. Uh 315.
[CUSTOMER][NEUTRAL] 254
[CUSTOMER][NEUTRAL] 2173.
[AGENT][NEUTRAL] And that is attention, [PII].
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, I will get the request submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, thanks for asking. Could you please spell your name and can I have the reference number?
[AGENT][NEUTRAL] Yes, the reference number will be my first name, [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank, thank you so much. That is all the information I needed. Thanks for your guidance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.