AccountId: 011433970860
ContactId: bc85de01-f16d-48d0-a37a-8f1a62c3577f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167389 ms
Total Talk Time (AGENT): 56717 ms
Total Talk Time (CUSTOMER): 105090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/bc85de01-f16d-48d0-a37a-8f1a62c3577f_20250121T16:43_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I wonder if you could check to see if you received a claim from a doctor for a particular date for me, please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My first name is [PII] Last name is [PII], and the outpatient is 02489439. M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] Um, my cell phone is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email?
[CUSTOMER][NEUTRAL] Gosh, a lot, isn't it? The date of birth is [PII]. Um my mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yes, it was for um [PII].
[AGENT][NEUTRAL] And for future reference, you may visit our website at [PII] to check claim status and as of today, I'm not showing we have received data service 8-9-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I didn't think so. They're very snooty to me because they were asking me for some money. I said, did you put it through to my secondary? Yes, and they didn't pay anything, it's your responsibility. I'm like, well, I haven't seen any OB from them.
[AGENT][NEGATIVE] No, ma'am, we have not received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh jeez, she's such a piece of work, this woman. I'm gonna have to go back to her again.
[CUSTOMER][NEUTRAL] Oh, wish me luck. Um, I guess if I can, but I can pay it as long as you've got the diagnosis and the procedure codes. Is that correct?
[AGENT][POSITIVE] Yes, ma'am. Good luck.
[AGENT][NEUTRAL] And your primary insurance explanation of benefits, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, the EOB that I can print. I'm looking at that right now on the website. I have United Healthcare, um, and I have 81.97 went towards my deductible and the plan I have with you, you only pay deductibles, you don't pay co-insurances or co-pays. Um, so I know they would have.
[AGENT][NEUTRAL] This plan will pick, it will pick up your co-pays, co-insured, and or deductibles.
[CUSTOMER][NEUTRAL] Oh, it will?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Copays? Oh well, OK, didn't know that. I thought it must have changed then. Maybe he did something different this year. OK, so you have nothing on. OK, I'm gonna have to call her back. She's not gonna like it. But thank you for checking.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it for today. Thanks for your time.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Keely. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you. Bye.