AccountId: 011433970860
ContactId: e9b96f1b-a47e-40fd-9d56-abe1b08cc41b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177509 ms
Total Talk Time (AGENT): 79011 ms
Total Talk Time (CUSTOMER): 43902 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e9b96f1b-a47e-40fd-9d56-abe1b08cc41b_20250611T12:27_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name, my name is [PII] and I'm calling from Baptist Primary Care. I'm trying to get claim status, please.
[AGENT][NEUTRAL] I can verify claim status, [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02463290
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, one moment.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Bill amount is $3306.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as of today I'm not showing we have received one moment you verify if they have another account.
[AGENT][NEUTRAL] OK, so it processed under policy number 02579094 and it processed under claim number 358.
[AGENT][NEGATIVE] 2035, no benefits are payable. They do not have the office visit benefit.
[AGENT][NEGATIVE] This claim processed and denied on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Find the date on this one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, got it, [PII]. Alright, thank you for that information. I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Do you give out call reference numbers or just use your name and a date?
[AGENT][NEUTRAL] Yes, it will be my name along with today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you for your help, [PII]. I appreciate it. Enjoy the rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Enjoy the rest of your day as well. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye.