AccountId: 011433970860
ContactId: f8568e8d-7bdd-4323-81c4-62188b4ad6e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207619 ms
Total Talk Time (AGENT): 76171 ms
Total Talk Time (CUSTOMER): 66301 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f8568e8d-7bdd-4323-81c4-62188b4ad6e7_20250204T14:51_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]. Uh, this is [PII]. I'm calling from provider and I'm looking for the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, policy number 02329719 ML.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient first name [PII] and last name [PII]
[CUSTOMER][NEUTRAL] And the place and date of birth will be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Uh, date is [PII].
[CUSTOMER][NEUTRAL] A charge amount
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, $200.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And the day the service was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Can I have your name again?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And I'm not seeing a $400 bill amount.
[CUSTOMER][NEUTRAL] $200. I'm saying $200.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] 200, OK. This processed.
[CUSTOMER][NEUTRAL] Told you. Yes, told you.
[AGENT][NEUTRAL] This processed under claim number 3,295,740. It processed under policy number 02180480 and it denied as no office visit benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, please.
[CUSTOMER][POSITIVE] With it benefit.
[CUSTOMER][NEUTRAL] And uh you know what the day night.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, thank you. And uh can I get the quence number?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for.