AccountId: 011433970860
ContactId: fb408951-f06b-4cd5-9c56-4ca7601df2bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278739 ms
Total Talk Time (AGENT): 102358 ms
Total Talk Time (CUSTOMER): 102457 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fb408951-f06b-4cd5-9c56-4ca7601df2bf_20250604T17:23_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] Oh, excuse me. Hi [PII].
[CUSTOMER][NEUTRAL] Sorry about that. Um, my name is [PII]. I'm calling from a provider's office to status the claim, please.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]. 0, no, wait, [PII], no. Oh my god, I know use it so often. Um [PII]. God, I never have to use it.
[AGENT][NEUTRAL] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] I knew 74 was right.
[CUSTOMER][NEUTRAL] 02555967
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy you're calling in for status. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] $3,085.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member 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] [PII] got it.
[AGENT][NEUTRAL] And for that claim it does look like we received it on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] And that claim number is 360.
[AGENT][NEUTRAL] 8870. That claim shows it processed and that it
[AGENT][NEUTRAL] Denied that the maximum benefits for this confinement had previously been paid. So let me pull that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what it's indicating is the benefit max had been met on the confinement already.
[CUSTOMER][NEUTRAL] Benefit. OK, so it's his responsibility.
[AGENT][NEUTRAL] That is the provider's discretion.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, any chance I could get an EOB or something stating that?
[AGENT][POSITIVE] Yes, you will be receiving one since it was just processed yesterday.
[CUSTOMER][NEUTRAL] Oh, to the
[CUSTOMER][POSITIVE] Oh my gosh, that's right.
[CUSTOMER][NEUTRAL] I'm thinking, why am I thinking [PII] because the day the service was [PII], yeah, so the EOB will be coming.
[AGENT][POSITIVE] Oh it's no problem.
[AGENT][NEUTRAL] Yes, now if you would like I can go ahead and request to see if they can submit one via fax.
[CUSTOMER][POSITIVE] Oh, that'd be awesome. That way I know I'll get it and my posters won't put it somewhere where I don't see it.
[AGENT][NEUTRAL] OK. May I have a fax number, please?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[CUSTOMER][NEUTRAL] [PII] and if they put it to my attention [PII] that way it will for sure get to me.
[AGENT][POSITIVE] OK, I will get that request over to him and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, nope, that was it unless I need a reference number.
[AGENT][NEUTRAL] The reference, it will be my first name spelled [PII] last initial of [PII] in today's state.
[CUSTOMER][NEUTRAL] Got it, um, yeah, now I know today's date [PII], got it.
[CUSTOMER][POSITIVE] OK, thank you very much for your help, [PII], and I will go from there.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.