AccountId: 011433970860
ContactId: f07557d7-1aa9-4e33-9835-26b11cfa4acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208190 ms
Total Talk Time (AGENT): 96252 ms
Total Talk Time (CUSTOMER): 77271 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f07557d7-1aa9-4e33-9835-26b11cfa4acc_20250618T17:28_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] Hi [PII], I have a question about a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 021 91746
[AGENT][POSITIVE] Thank you and may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] 380.
[AGENT][POSITIVE] Thank you for future reference you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] This process under the claim number 3603311. No benefits are payable. They do not have the office visit benefit.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] And you said that claim number was 3603311?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And where was that um rem mailed to?
[AGENT][NEUTRAL] It went to Premier Pain Comfort.
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Um, [PII], um.
[CUSTOMER][NEUTRAL] Can, can that that remit be faxed? That's a good um address. It's their physical address, but it's not where payments and EOBs go, and they don't forward them as they should. Are you able to fax me that directly?
[AGENT][NEUTRAL] Yes ma'am. May I have your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII]. I'll fax that right over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And does that mean, does that mean it's coming like right now, right now, or does it like take a couple of hours or a couple of days? Everybody's different.
[AGENT][POSITIVE] Oh, no, ma'am. As long as it takes to transmit over, I totally understand, but it should come right on over. Trust me, I, I get it.
[CUSTOMER][NEUTRAL] OK, oh, is there a
[AGENT][NEUTRAL] But I just sent it over.
[CUSTOMER][NEUTRAL] Thank you. Is there a reference number for our call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Uh, thank you, [PII], and you have a good rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You as well. Goodbye.
[AGENT][NEUTRAL] Bye-bye.