AccountId: 011433970860
ContactId: f57dd702-3431-4677-ad55-4135ec583710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222929 ms
Total Talk Time (AGENT): 72489 ms
Total Talk Time (CUSTOMER): 73272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f57dd702-3431-4677-ad55-4135ec583710_20250423T13:42_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] Hello, my name is [PII]. I'm calling from the provider's office. I need claim status for a patient.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, let me just pull that up.
[CUSTOMER][NEUTRAL] OK. So the policy number is
[CUSTOMER][NEUTRAL] 01985795
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ah, [PII] is the date of birth.
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII] charge amount of $140.
[AGENT][NEUTRAL] For future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, can you verify the total bill amount again?
[CUSTOMER][NEUTRAL] 1:40.
[AGENT][NEGATIVE] This processed under the claim number 3325396. No benefits for payable. They do not have the office visit benefit.
[AGENT][NEUTRAL] And the other two lines, there was no bill amount?
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK. And when was it received?
[AGENT][NEUTRAL] 77 of 23.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment noting this down.
[CUSTOMER][NEUTRAL] Just to confirm, the claim number was 332-5396, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] And uh uh you said that office visit copay, co-pays aren't covered by the secondary, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Uh, so can I have the call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh it is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, noting this down.
[CUSTOMER][POSITIVE] Uh, no, [PII], thank you for helping me out. That's all from my side. I hope you have a good day ahead.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.