AccountId: 011433970860
ContactId: fedcf437-f2ef-4873-abf5-8a286bac522b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138100 ms
Total Talk Time (AGENT): 45981 ms
Total Talk Time (CUSTOMER): 49069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/fedcf437-f2ef-4873-abf5-8a286bac522b_20250320T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling from um Lancaster General Hospital. It's in regards to a claims denial.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02552584
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say claim status. What is the data data service you're checking?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] And the total charge?
[CUSTOMER][NEUTRAL] Um, that was.
[CUSTOMER][NEUTRAL] $359?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show on this claim we did make a payment of $50. That is the maximum allowed for a physician visit.
[CUSTOMER][NEUTRAL] OK, so that's that for her plan, that's all she gets.
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, so is everything else, would that be her responsibility or?
[AGENT][NEUTRAL] So that would be left up to the provider. We do not determine patient responsibility.
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yup, bye.
[AGENT][NEUTRAL] Bye bye.