AccountId: 011433970860
ContactId: db204ebb-4e5c-4f00-aba3-9ca366ec1414
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146259 ms
Total Talk Time (AGENT): 69306 ms
Total Talk Time (CUSTOMER): 43398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/db204ebb-4e5c-4f00-aba3-9ca366ec1414_20250428T15:24_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is, excuse me, this is [PII]. I'm calling with the provider's office to um get better understanding of the denial.
[AGENT][POSITIVE] I'll be happy to assist you on that, [PII]. Do you have the claim number or policy number?
[CUSTOMER][NEUTRAL] Claim number 3576591.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This is a hospital indemnity plan. It is a limited benefit plan.
[AGENT][NEUTRAL] And let me get this one pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, I missed your name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Let me thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Just waiting on this one to open up.
[AGENT][NEUTRAL] And it looks like this policy covers treatment by a physician for covered sickness in a physician's office, clinic or urgent care. So it looks like the place of service was not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And is that the member's responsibility?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a 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 help you with today?
[CUSTOMER][POSITIVE] That's it. I appreciate your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.