AccountId: 011433970860
ContactId: c4629a31-5017-41f7-bf02-e67af48475a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174190 ms
Total Talk Time (AGENT): 69279 ms
Total Talk Time (CUSTOMER): 33280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c4629a31-5017-41f7-bf02-e67af48475a6_20250620T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling with the provider's office trying to check claim status for a patient.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII] that's my direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01838980
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah data service is [PII].
[CUSTOMER][NEUTRAL] For $536.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You can also check claim status via our secured portal that is [PII]. I'm pulling that information up for you now.
[AGENT][NEUTRAL] And it does show that we received that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 35.
[AGENT][NEUTRAL] 22805. The claim processed and it made a payment in the amount of $43.20 for the office visit, it denied that office visits are not covered under the patient's plan. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, what was the date of that payment?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you provide reference numbers?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you you too.