AccountId: 011433970860
ContactId: e6ecde25-320b-487a-8249-0753fa82d463
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133690 ms
Total Talk Time (AGENT): 63049 ms
Total Talk Time (CUSTOMER): 45107 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/2025/01/16/e6ecde25-320b-487a-8249-0753fa82d463_20250116T14:19_UTC.wav
--------------------------------------------
[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 you to check claim status on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, that will be [PII].
[AGENT][POSITIVE] OK, thank you so much for that. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The member number is 1046191FL5.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And you say you're calling for status today. What is the data service you're checking?
[CUSTOMER][NEUTRAL] The service would be [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Total bill amount is gonna be $385.
[AGENT][NEUTRAL] OK, thank you so much for verifying, uh, uh, providing the information. Uh, I do show the claim was received. Uh, it looks like the claim was denied um because services rendered in the physician's office are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, that's why I was calling in so I just wanted to verify it's not because we're non part it's because it was done in the office, correct?
[AGENT][NEUTRAL] Right, this is a non-contracted policy, so, uh, we follow the primary, but for this supplemental gap policy, it would not cover services in the doctor's office.
[CUSTOMER][NEUTRAL] OK, so we'll bill the patient for her deductible that's what I wanted to know.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Just the call reference number please.
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.