AccountId: 011433970860
ContactId: f250cf0f-d8c5-4433-b0ba-c167793859fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177169 ms
Total Talk Time (AGENT): 76230 ms
Total Talk Time (CUSTOMER): 52338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f250cf0f-d8c5-4433-b0ba-c167793859fd_20250404T13:36_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] I was checking on the status of a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The policy number is 02581980.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yep, it is [PII] for $120.13. I'm $298.08.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] This processed under claim number.
[AGENT][NEUTRAL] 357-715-1. No benefits are payable. They do not have the office visit benefit.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK, and was an EB mailed to us?
[AGENT][POSITIVE] Correct, it went to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, well, there's a suite number on there. Do you not have that?
[AGENT][NEUTRAL] OK, let me pull up the actual image, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Maybe I just haven't gotten it yet but I I haven't got anything.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Just checking.
[AGENT][NEUTRAL] It never opens I do apologize one moment.
[AGENT][NEUTRAL] Head on head dermatology scan, [PII].
[CUSTOMER][POSITIVE] Yep, that's it. OK, maybe we just haven't gotten it yet. All right, thank you so much.
[AGENT][NEUTRAL] I can fax you one if you like.
[CUSTOMER][NEUTRAL] Um, OK, yeah, that'd be great, it's um 843.
[CUSTOMER][NEUTRAL] 689.
[CUSTOMER][NEUTRAL] 9201.
[AGENT][NEUTRAL] OK, I'll fax this right over. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] You too.