AccountId: 011433970860
ContactId: c7bba26b-aa15-4266-ab87-ec755721e650
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153820 ms
Total Talk Time (AGENT): 76349 ms
Total Talk Time (CUSTOMER): 46764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c7bba26b-aa15-4266-ab87-ec755721e650_20250416T18:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Western Arkansas anesthesia Staffing, and I was needing to have a claim looked at.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is D as in dog 43302148.
[AGENT][NEUTRAL] That is not our policy number. Do you by chance have the claim number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, but I actually found the policy number on the explanation of benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that number is 02497254.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And do you have the data service?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[AGENT][NEUTRAL] And total bill amount.
[CUSTOMER][NEUTRAL] $450.
[AGENT][NEUTRAL] For future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEGATIVE] Looks like this one processed under claim number 3513483 and looks like it denied. Let me see.
[AGENT][NEUTRAL] It looks like they are waiting for the surgery bill. Looks like the anesthesia or based off benefits allowed under the surgery benefit.
[CUSTOMER][NEUTRAL] Still waiting for surgery claim.
[CUSTOMER][NEUTRAL] OK, if I could just get a call reference number.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that was it thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life Day have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.