AccountId: 011433970860
ContactId: c8767125-9699-4322-b275-84a46ef1cb82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311359 ms
Total Talk Time (AGENT): 93142 ms
Total Talk Time (CUSTOMER): 76218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c8767125-9699-4322-b275-84a46ef1cb82_20250616T15:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. I'm calling from Head and Neck Associates of Orange County to check the status of a claim.
[AGENT][NEUTRAL] OK, could I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Number is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service you're checking? I'm sorry, let me get the policy number you're calling on.
[CUSTOMER][NEUTRAL] Sure. The policy.
[CUSTOMER][NEUTRAL] Number is.
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] 703 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is um [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you said status. What is the data service you're checking?
[CUSTOMER][NEUTRAL] It's 119 of 2023 bill amount is 900.
[AGENT][NEUTRAL] The total bill is $900.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for that service date and total charge.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you have any claim apart from head and neck associates?
[AGENT][NEUTRAL] Let me think
[CUSTOMER][NEUTRAL] Uh, maybe it's for, um, when for [PII], the subscriber.
[AGENT][NEUTRAL] I do have a claim on file for [PII] from your, uh, from Head and Neck Associates. The total bill is $785 for uh [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK. And what is the status of that claim?
[AGENT][NEUTRAL] Uh, this claim was denied, and the policy does not cover services rendered in the doctor's office.
[CUSTOMER][NEUTRAL] What is it denied for?
[AGENT][NEUTRAL] The policy does not cover services rendered in the doctor's office.
[CUSTOMER][NEUTRAL] Oh, OK, is it possible you can uh fax or email me the EOB?
[AGENT][NEUTRAL] Yes ma'am I can hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. And will I be sending uh this fax to your attention?
[CUSTOMER][POSITIVE] Uh, yeah, that would be nice.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 276
[CUSTOMER][NEUTRAL] 4060.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, it is on its way.
[CUSTOMER][NEUTRAL] And what is the claim number?
[AGENT][NEUTRAL] Claim number is 327.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] 61
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] All right, can I have a caller reference number as well?
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you will use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK perfect thanks for your help [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, goodbye.