AccountId: 011433970860
ContactId: d4488792-6b26-4e85-b59b-9d6406851508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242789 ms
Total Talk Time (AGENT): 80983 ms
Total Talk Time (CUSTOMER): 60682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d4488792-6b26-4e85-b59b-9d6406851508_20250617T14:07_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] I was calling to see if you could tell me if you received a claim for one of our patients and if so to check the status of that.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] Let me get that for you.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Alright, it is 01954630.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, total charges?
[CUSTOMER][NEUTRAL] $130.05.
[AGENT][NEUTRAL] OK, hold one moment, I'll check that for you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh uh uh uh PL 16545.
[AGENT][POSITIVE] OK, thank you sir for holding. I apologize for the wait. OK, I do show the claim was received.
[CUSTOMER][NEUTRAL] I mean that's OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] It looks like this claim.
[AGENT][NEUTRAL] Let's see, the claim was denied. The policy does not cover physician, the physician office visit copay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, is that something that we can get um like a remit or something else so we can have it on file?
[AGENT][NEUTRAL] Let me see when this was processed because it should have mailed out to you so it's just processed on [PII], so um it's and you should receive it shortly, uh.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][POSITIVE] OK, that sounds good then.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's everything. Do you have a reference number?
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, that sounds good thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Yeah