AccountId: 011433970860
ContactId: d618849e-b8f8-4bdd-8ad2-fa58af50c554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287760 ms
Total Talk Time (AGENT): 93062 ms
Total Talk Time (CUSTOMER): 129205 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d618849e-b8f8-4bdd-8ad2-fa58af50c554_20250505T17:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. This is [PII] calling from Sleep Disorder Center Louisiana. I'm checking for the status of our claim, please.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Oh yes, ID number we have. It is 00750472.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh this is for [PII], uh last name. It's um [PII] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $189.66.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you provide a CPT code that's billed on this one?
[CUSTOMER][NEUTRAL] Uh yes. Uh, these are uh DME codes actually. Um, I have A as in Alpha, 4604 A 7039, and A 7038.
[AGENT][POSITIVE] Thank you. Let me get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like it processed under claim number.
[AGENT][NEUTRAL] 3561494
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And looks like no benefits are payable.
[AGENT][NEUTRAL] This, let's see.
[AGENT][NEUTRAL] Just waiting on the system one moment.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEGATIVE] Looks like durable medical equipment is not covered under this policy.
[CUSTOMER][NEUTRAL] OK, DMV not covered. OK, um, I have another date of service for this but maybe you could check if you also receive our claims.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Or clean.
[CUSTOMER][NEUTRAL] Uh, thank you. Uh, the date of service, it's um [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] Yes, um, total bill amount, it is $224.91.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This one processed under claim number 35.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, make sure I have the right 1. 358-091-4.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] This one processed and denied on [PII], no DME.
[AGENT][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] OK, so, OK, OK, thank you, um, do you provide 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][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you for your time and help. Have a great day. Bye for now. Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Mhm mhm. You too. Bye.