AccountId: 011433970860
ContactId: dcc7ccbc-0bda-419d-9ba0-c247ccc75d70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421859 ms
Total Talk Time (AGENT): 98507 ms
Total Talk Time (CUSTOMER): 216593 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/dcc7ccbc-0bda-419d-9ba0-c247ccc75d70_20250625T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, yeah, hi, [PII]. This is [PII]. I'm calling from products office to check the claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thank you for asking.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] 201282-6179.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policy number was 025.
[CUSTOMER][NEUTRAL] 658666
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] D service was [PII]. Total charge was $3,948.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is for data service of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] who are in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] That claim number is?
[CUSTOMER][NEUTRAL] Uh hello.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Uh, one moment, one moment, uh, uh, let me document that one. my system was a little bit, uh, slow, just give me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can't continue to stop, so I'm gonna go ahead and repeat this one last time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we received that claim on [PII].
[CUSTOMER][POSITIVE] But you love.
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] 36
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] That claim process and it denied that the inpatient max had been mixed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Inpatient is Max.
[AGENT][NEUTRAL] The inpatient max was me.
[CUSTOMER][NEGATIVE] That's mad.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh uh uh.
[AGENT][NEUTRAL] And [PII], is there anything else that I can assist you with today on that claim?
[CUSTOMER][NEUTRAL] Yes, uh, actually, you said, uh, inpatient has maximum, maximum and it was met, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, for this uh we need to build the patient, right, for the theft or balance.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That is the provider's discretion.
[CUSTOMER][NEUTRAL] It was provided?
[AGENT][NEUTRAL] That is the provider's choice if he would like to be the patient.
[CUSTOMER][NEUTRAL] OK, this will provide sir for this one, we need to contact the provider, right?
[AGENT][NEUTRAL] You all will contact the provider or should I say you are the provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm mhm mm.
[CUSTOMER][NEUTRAL] Mm, OK. Uh.
[CUSTOMER][NEUTRAL] Uh, what was the denied date?
[AGENT][NEUTRAL] It was [PII], which is the process date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Claim number was 3600025.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, actually I have one more question. Could you please help me with that?
[AGENT][NEUTRAL] That's a different policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm almost there.
[CUSTOMER][NEUTRAL] Uh, policy was.
[CUSTOMER][NEUTRAL] 740-155042013.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK, no problem. Uh, what was the call reference number?
[AGENT][NEUTRAL] The call reference would be my first name [PII], which is spelled [PII] E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial of [PII] and [PII]'s date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for that. Have a great day, both.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][NEUTRAL] I.