AccountId: 011433970860
ContactId: d0a558f3-89e7-45d2-b988-68fb54143109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164210 ms
Total Talk Time (AGENT): 79381 ms
Total Talk Time (CUSTOMER): 49515 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d0a558f3-89e7-45d2-b988-68fb54143109_20250324T21:07_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I'm calling from Desert Orthopedic Center from the provider's office, and I was wondering if status for a patient, please.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 021991999.
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Um, data service is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Uh, $4630.
[AGENT][POSITIVE] Thank you for future reference. You may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And this was
[CUSTOMER][NEGATIVE] I don't have the patience social, that's why I couldn't do it.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So data service 11-8-2023 has not been received 128. I'm sorry.
[CUSTOMER][NEUTRAL] 128.
[CUSTOMER][NEUTRAL] Mhm it's OK.
[AGENT][NEUTRAL] 12 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It looks like this processed under claim number 3403883. Looks like no benefits are payable. The policy was terminated. Looks like this plan termed on [PII].
[AGENT][NEGATIVE] And there is no active policy on file.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know.
[AGENT][POSITIVE] [PII], thank you so much. Do you need a call reference?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you.