AccountId: 011433970860
ContactId: f77fc34f-8660-490c-91df-82dc437296ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195800 ms
Total Talk Time (AGENT): 63543 ms
Total Talk Time (CUSTOMER): 86415 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/2025/04/14/f77fc34f-8660-490c-91df-82dc437296ae_20250414T16:28_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] Yes, hi, this is [PII] calling in from provider's office, checking on claims.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII] with an extension [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 02505638 M as in Mary 28.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[CUSTOMER][NEUTRAL] 84.
[AGENT][NEUTRAL] Data of service and total bill.
[CUSTOMER][NEUTRAL] Data services.
[CUSTOMER][NEUTRAL] [PII], build amount $128 even.
[AGENT][POSITIVE] And thank you so much, [PII], for verifying the policy. You can also check claim status via our secured portal that is [PII], and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the claim status, it does show that we did receive the claim on [PII]. We processed that claim on [PII]. Claim number 3563704. That claim processed and it denied that office visits are not covered under the patient's plan. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, just a second. Let me just repeat it. You did mention that the claim was received on [PII], processed on [PII], and the claim number is 3563704. Is the claim number, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it denied as a patient's office visit codes are not being covered, right?
[AGENT][NEUTRAL] Office visit is not covered under the patient's plan.
[CUSTOMER][NEUTRAL] OK, yes. Thank you for that. And yup, uh, can you be, uh, can you send me the copy of EV?
[AGENT][NEUTRAL] May I have a fax number please?
[CUSTOMER][NEUTRAL] Yes, my fax number is [PII]. Attention my name.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, just the call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, yes. Apart from this, I didn't have any other further claims for today. So thank you for your time and thank you for assisting me and hope you have a great day. Stay safe, take care, and bye for now.
[AGENT][POSITIVE] You're welcome and thank you for