AccountId: 011433970860
ContactId: e73a6a5a-f68b-4aa7-86d8-fa0772a88adb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305679 ms
Total Talk Time (AGENT): 113905 ms
Total Talk Time (CUSTOMER): 104468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e73a6a5a-f68b-4aa7-86d8-fa0772a88adb_20250403T19:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, I need to check the status of a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] from Sanford Health, and I would either have his uh date of birth or member ID.
[AGENT][NEUTRAL] OK. Can you spell the first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment, [PII], I'll pull this up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Taking
[CUSTOMER][NEUTRAL] Be
[AGENT][NEUTRAL] And that name is not pulling up in our system. Do you by chance have the group number or social security number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let's see if I have a group number here.
[CUSTOMER][NEUTRAL] Uh, group number says, uh, it's just a word, so I'll just do this um social, that is, you need the whole thing or the last four?
[AGENT][NEUTRAL] Yes, the whole number.
[CUSTOMER][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment, just pulled up.
[AGENT][NEUTRAL] And this is medical, dental?
[CUSTOMER][NEUTRAL] Yes, medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get this policy loaded. Thank you for verifying that information.
[AGENT][NEUTRAL] OK, so the policy number is 02549831. And may I have the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] That is 376 even.
[AGENT][POSITIVE] Thank you for future reference you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show, let's see.
[AGENT][NEUTRAL] What is the name of the provider?
[CUSTOMER][NEUTRAL] Provider is uh Doctor [PII] for Sanford Health.
[AGENT][NEUTRAL] OK, so I do show a facility claim.
[CUSTOMER][NEUTRAL] Anderson
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The Sanford South Point is the name of the clinic.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I have Sanford Medical Center.
[CUSTOMER][POSITIVE] Yeah, that's true, yeah, that would be fine too. They're one and the same I believe.
[AGENT][NEUTRAL] Yeah, and that
[AGENT][NEUTRAL] And it has a different build amount. Let me see what happened with this one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So this one processed under claim number 3558085.
[AGENT][NEGATIVE] No benefits were payable because
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] It was an invalid or not covered place of service.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So the place of service.
[CUSTOMER][NEUTRAL] covered please.
[AGENT][NEGATIVE] Was not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Sounds good. And then I'll make that note and then I can I just get your name and then the reference number if you have one?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Lastly, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, no, that should be fine. I will just get this sent on then so we can get it out of our system then.
[AGENT][POSITIVE] [PII], thank you so much for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Oh, bye.