AccountId: 011433970860
ContactId: ce57da95-4db6-434d-9be4-5e9e942dc3ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147000 ms
Total Talk Time (AGENT): 67061 ms
Total Talk Time (CUSTOMER): 48023 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ce57da95-4db6-434d-9be4-5e9e942dc3ca_20250505T19:19_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] Oh, hi, this is [PII]. I'm calling from provider's office to check claim status.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 703
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Uh, $324 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] This process under the claim number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 35
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 89934. No benefits are payable. They do not have the office visit benefit.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] Uh, and may I know when it was received?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, uh, so the office bills are not covered under the patient plan, is it correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Oh, OK, then, uh, can I have your name please? I missed your name.
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, I'm good, thank you for asking me and thank you for assisting me.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.