AccountId: 011433970860
ContactId: f2d7ff7b-3764-41ac-83b6-e5c9250a5909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228970 ms
Total Talk Time (AGENT): 88736 ms
Total Talk Time (CUSTOMER): 61289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f2d7ff7b-3764-41ac-83b6-e5c9250a5909_20250507T13:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and I want to check claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Mhm. One moment, please. OK. So, member ID is 01898014.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh-huh. So my call back number is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm. My first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII] and total charges are $574.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the total bill amount was 524. Who is the provider?
[CUSTOMER][NEUTRAL] It's 574.
[AGENT][NEUTRAL] 574. OK.
[CUSTOMER][NEUTRAL] And the billing?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it.
[CUSTOMER][NEUTRAL] Billing providers at [PII] and when.
[CUSTOMER][NEUTRAL] Uh-huh. Sorry, go ahead.
[AGENT][NEUTRAL] Oh, OK. Thank you. It processed under claim number 3565126. No benefits are payable. The policy was not active at time of service. This claim processed and denied on [PII].
[AGENT][NEGATIVE] The policy actually turned on [PII], and there is no active policy on file.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. So, um
[CUSTOMER][NEUTRAL] Uh, can you please repeat the denial reason?
[AGENT][NEUTRAL] Policy terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And there's no directive coverage.
[AGENT][NEUTRAL] There is no active policy. That is correct.
[CUSTOMER][POSITIVE] Uh-huh. OK. Thank you so much. Now, can you please tell me your name and reference number, please?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. That's all I wanted to know.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Have a nice day.