AccountId: 011433970860
ContactId: e26a4602-0f1d-4c4f-a706-86d76d6517e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211399 ms
Total Talk Time (AGENT): 85113 ms
Total Talk Time (CUSTOMER): 70026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e26a4602-0f1d-4c4f-a706-86d76d6517e6_20250227T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] General
[CUSTOMER][NEUTRAL] Good morning [PII] [PII]. My name is [PII]. I'm calling with Coral View Surgery Center, and I was just checking on the status of the claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 016117004.
[AGENT][POSITIVE] Thank you. May I
[CUSTOMER][NEUTRAL] And do you need the MLL8 right?
[AGENT][NEUTRAL] No, ma'am, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] OK, let me make sure this policy number is right.
[AGENT][NEUTRAL] OK. This policy number is not coming up. Can you please repeat the policy number?
[CUSTOMER][NEUTRAL] Yeah, let me just look at the EOB really quick just in case I don't have it correctly.
[CUSTOMER][NEUTRAL] I have 01611704.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. And what is the data service?
[CUSTOMER][NEUTRAL] Data service was 3312023 total charge amount was $4,133.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Looks like this processed under claim number 356-0412.
[AGENT][NEUTRAL] And it looks like the outpatient max was met prior to this claim being received, so no benefits were payable.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Would it be OK, um, the claim number was 356-0412 correct?
[AGENT][NEUTRAL] 2. Yes, ma'am.
[CUSTOMER][NEUTRAL] And that was and when was it processed?
[AGENT][NEUTRAL] It was processed on.
[AGENT][NEUTRAL] 26 2025.
[CUSTOMER][NEUTRAL] 2020 25, OK, maximum outpatient benefits reached.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, perfect, that's all I needed is there a reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Well, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that'll be all you have a great rest of the day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. You have a great day as well. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.