AccountId: 011433970860
ContactId: e00806d5-e828-4ffc-915e-40d47db3c30e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198210 ms
Total Talk Time (AGENT): 78293 ms
Total Talk Time (CUSTOMER): 68114 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e00806d5-e828-4ffc-915e-40d47db3c30e_20250122T14:24_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] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear me? Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] calling from provider's office to check on a claim.
[AGENT][NEUTRAL] Can I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Can you just say the letters, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure. It's [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII] and would like to inform that call.
[CUSTOMER][POSITIVE] It's been recorded. Hope you're OK with that.
[AGENT][NEUTRAL] Oh, no problem. And you did say you were calling for status today. Uh, I can help you with that. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure, it's 02039877877.
[CUSTOMER][NEUTRAL] M Mike Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and what is the date of service you're checking?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, the, um, total charge.
[CUSTOMER][NEUTRAL] $300 even.
[AGENT][POSITIVE] OK, thank you so much. I do show the claim, uh, was received. I show the claim was received on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And processed on [PII].
[AGENT][NEUTRAL] The claim was denied, this policy does not cover physician office visits.
[CUSTOMER][NEUTRAL] OK. And can I have the policy ID name, policy name?
[AGENT][NEUTRAL] The type of policy or the policy name?
[AGENT][NEUTRAL] The name of the company.
[CUSTOMER][NEUTRAL] Yes, the type.
[AGENT][NEUTRAL] Oh, it's a supplemental gap policy.
[CUSTOMER][NEUTRAL] Supplemental gap policy. OK, thank you so much. And can I have the claim number?
[AGENT][NEUTRAL] Claim number is 3546994.
[CUSTOMER][NEUTRAL] OK, and may I have the call reference for the call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date, and that is [PII]
[CUSTOMER][POSITIVE] OK, well thank you so much, [PII] for your help and hope you have a great day. Bye bye.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.