AccountId: 011433970860
ContactId: e1b720da-9988-4ae4-a66e-106bf32cb321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147699 ms
Total Talk Time (AGENT): 67949 ms
Total Talk Time (CUSTOMER): 44639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e1b720da-9988-4ae4-a66e-106bf32cb321_20250226T16:18_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] Hey [PII], my name is [PII]. I'm calling regarding um a claim for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02477823
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] So I have two. The first one is Nylon Chambers 12621.
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] Uh, the policy, and so you did say status. What is the data of service you're checking for this patient?
[CUSTOMER][NEUTRAL] Uh 1210 24.
[AGENT][NEUTRAL] OK, I do show claim received. It looks like the claim was denied. Uh, it looks like, uh, this, um, the policy was not eligible. The patient was not eligible at the time of services.
[CUSTOMER][NEUTRAL] OK, is that also the case for [PII], the sibling date of birth is tell me when you're ready.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Uh, yes, what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the data service for [PII]?
[CUSTOMER][NEUTRAL] It's the same.
[AGENT][NEUTRAL] I'm sorry, the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the data service of the claim in question?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it, the same with him, uh, he was not eligible at the time of service.
[CUSTOMER][NEUTRAL] OK, can I get a reference number for the call please?
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.