AccountId: 011433970860
ContactId: ea2cf418-6b91-4c5f-b03d-ed2c6d695da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164899 ms
Total Talk Time (AGENT): 77781 ms
Total Talk Time (CUSTOMER): 57198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ea2cf418-6b91-4c5f-b03d-ed2c6d695da0_20250624T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from a provider's office to get claim status on one patient, please.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 02134836 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Day of service and total bill.
[CUSTOMER][NEUTRAL] The [PII] total bill amount is 1,379.
[AGENT][NEUTRAL] Thank you. And you can also check claim status via our secured portal that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is for data service, 117 of $25 with the total bill of $1,379. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for that claim, it does show that we received it on 6-9-25. It was processed on 6-13-25.
[AGENT][NEUTRAL] That claim number is 361.
[AGENT][NEUTRAL] 3073. It does show that that claim processed and it made a payment in the amount of $884.19.
[CUSTOMER][NEUTRAL] OK, is there already a check number or?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. For the check number, it is 2050.
[AGENT][NEUTRAL] 004 and to also inform you that the office visit line denied that office visits are not covered.
[CUSTOMER][POSITIVE] Perfect. And was the check issued on the same day of process? [PII]? OK, perfect.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, [PII], do you by chance have a reference number or is it just your name and today's date?
[AGENT][NEUTRAL] It is just my name in today's date.
[CUSTOMER][POSITIVE] Perfect alright thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye.