AccountId: 011433970860
ContactId: fe6190d2-9090-46ae-997e-844a251942a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343619 ms
Total Talk Time (AGENT): 110268 ms
Total Talk Time (CUSTOMER): 157161 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fe6190d2-9090-46ae-997e-844a251942a8_20250610T16:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. My name is [PII]. I'm calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] I can verify your claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number is 01711989 Mike Lima 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]. Extension [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Si.
[CUSTOMER][NEUTRAL] Yes ma'am, patient's first name is [PII]. Last name is [PII], and the date of birth would be on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes ma'am data service would be on [PII].
[CUSTOMER][NEUTRAL] The the big.
[AGENT][NEUTRAL] So the build out?
[CUSTOMER][NEUTRAL] Yes ma'am. It would be.
[CUSTOMER][NEUTRAL] $348 even.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] and check claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This processed under claim number 3600482. No benefits are payable. They do not have the office visit benefit.
[CUSTOMER][NEUTRAL] I spoke at the side.
[CUSTOMER][NEUTRAL] and.
[AGENT][NEGATIVE] This claim was received on [PII]. It processed and denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Thank you for that information, ma'am. That would be it for this one and I do have one more claim number with claim with me, ma'am, if you can assist me with that.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 01533856 M Mike Lima number 8.
[AGENT][NEUTRAL] And that was 01583856?
[CUSTOMER][NEUTRAL] No, ma'am. It's 33856.
[AGENT][NEUTRAL] So that's 01533856.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. First name is [PII], last name is [PII]. Date of birth would be on [PII].
[AGENT][NEUTRAL] Thank you for verifying that. One moment.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Yes, ma'am. It would be on [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Ma'am, the total charges would be $348 even.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] I to.
[AGENT][NEUTRAL] This processed under policy number 024862993 and it processed under claim number 3601018.
[CUSTOMER][NEUTRAL] So
[AGENT][NEGATIVE] No benefits are payable. They do not have the office visit benefit.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK, ma'am, could you just provide me the received date and the denied date for this claim?
[AGENT][NEGATIVE] Yes, one moment, just waiting on it to open up. Looks like it was received on [PII]. It denied on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Thank you for that, ma'am. That would be it for today. Thanks for your assistance, ma'am. Could you provide me the call reference number for this conversation?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. And I really hope you have a great day ahead.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.