AccountId: 011433970860
ContactId: c42e204d-58b5-4ef8-9cde-b907ec580910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125819 ms
Total Talk Time (AGENT): 66493 ms
Total Talk Time (CUSTOMER): 58680 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c42e204d-58b5-4ef8-9cde-b907ec580910_20250306T18:52_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] My name is [PII]. I'm calling from North Florida Foot and Ankle Center. I was calling to get updated status on a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 022 03945 ML 8
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] have a
[CUSTOMER][NEUTRAL] Uh, [PII] total bill is $588.62.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This processed under claim number 3517146, no benefits are payable. This policy has no office visit benefits.
[CUSTOMER][NEGATIVE] No benefits
[AGENT][NEUTRAL] This claim processed and denied on 10-14-2024.
[CUSTOMER][NEUTRAL] My.
[CUSTOMER][NEUTRAL] OK, is there any way you can fax me a copy of that explanation of benefits?
[AGENT][NEUTRAL] Yes, ma'am. May I have your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's it, is there a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Will be my name just funny and.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Oh bye bye.