AccountId: 011433970860
ContactId: fd50923a-734e-420c-b35a-a641e9708d24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278679 ms
Total Talk Time (AGENT): 107367 ms
Total Talk Time (CUSTOMER): 99058 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/fd50923a-734e-420c-b35a-a641e9708d24_20250319T15:21_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, my name is [PII] with Montgomery Pulmonary Consultants, and I am trying to follow up on a couple claims.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure it's gonna be 0000.
[CUSTOMER][NEUTRAL] I think there's 51234.
[CUSTOMER][NEUTRAL] 509827
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not our policy number. What's the first and last name for the patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. One moment, I'll get this pulled up. What is the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $75.
[AGENT][NEUTRAL] For future reference you may visit our website at [PII] to check claim status.
[AGENT][NEUTRAL] And let's see if we received this one. The policy number will be 01410706 and it looks like.
[CUSTOMER][NEUTRAL] Hold on, just hold on just a second, can you repeat that please?
[AGENT][NEUTRAL] 01410706.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it looks like this plan termed 101 2018 and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So that'll be patient responsibility, let's see.
[AGENT][NEUTRAL] If we have
[AGENT][NEUTRAL] And we do not have that data service 129.
[AGENT][NEUTRAL] In our system.
[CUSTOMER][POSITIVE] OK, yep OK awesome thank you so much and then I have another one.
[AGENT][NEUTRAL] OK. Is it for the same patient?
[CUSTOMER][NEUTRAL] Um, no, because the same patient would be the same term date for the policy, just one more other person, um, let's see, policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one I have on here is 10,186,056,300.
[AGENT][NEUTRAL] And that is not our policy number. I can do a name search.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And I'm not showing [PII] in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No, [PII] for date of birth [PII]. OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. That's all I needed so I appreciate it.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Thank you, do you have a call reference number though?
[AGENT][NEUTRAL] Yes, ma'am. It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.