AccountId: 011433970860
ContactId: d8ebfbed-bdf8-4cd1-ba96-073b13cbca12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244449 ms
Total Talk Time (AGENT): 55708 ms
Total Talk Time (CUSTOMER): 79734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d8ebfbed-bdf8-4cd1-ba96-073b13cbca12_20250423T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Excuse me. Hi, [PII]. Uh, my name's [PII], and I'm calling from Mount Carmel OSU Physician Alliance regarding a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] The ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's D as in dog.
[CUSTOMER][NEUTRAL] 476-77489
[AGENT][NEUTRAL] Um, you have the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what was the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let's see. Do you have a claim number by chance?
[CUSTOMER][NEUTRAL] No, I'm calling because.
[CUSTOMER][NEUTRAL] We got something, um,
[CUSTOMER][NEUTRAL] Let me pull it up here.
[CUSTOMER][NEUTRAL] Uh, maybe I might have it, this might have a.
[CUSTOMER][NEUTRAL] Policy number, reference number?
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] Uh, I can try that. What is it?
[CUSTOMER][NEUTRAL] It's 02457984.
[CUSTOMER][NEUTRAL] And this is from American Public Life.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] I think the policy number is this, now it's way different. Policy number on this correspondence is way different than the one that we that I gave you.
[AGENT][NEUTRAL] OK, actually I have a policy number of that for him.
[CUSTOMER][NEUTRAL] Would you like to
[AGENT][NEUTRAL] 2457984, is that right?
[CUSTOMER][NEUTRAL] Yes, that that's what's on this letter.
[AGENT][NEUTRAL] OK, and then what was the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And it was for $200.
[AGENT][NEUTRAL] OK, yeah, it looks like, uh, it looks like we processed that and
[AGENT][NEUTRAL] OK, the data service is 3524. Looks like the policy actually terminate 332024.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] So it was denied.
[CUSTOMER][NEUTRAL] 3324. OK, great. All right, that's what I needed. Is there a reference number for our phone call?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] OK. Well, [PII], thank you for your help.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you.