AccountId: 011433970860
ContactId: ffc9771b-ea89-4524-a1e6-4247c94b9407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244029 ms
Total Talk Time (AGENT): 77591 ms
Total Talk Time (CUSTOMER): 53020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ffc9771b-ea89-4524-a1e6-4247c94b9407_20250509T17:01_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] Hello. This is [PII] calling from provider office. Can you please assist me with claim status?
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The first DC number is 01898014.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] And date of service is [PII] for the charge of 4 $574 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's for $574?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, I'm not seeing a claim for that total bill charge.
[CUSTOMER][NEUTRAL] OK. It's 574.
[AGENT][NEUTRAL] Let me pull this other one up. Hold on one second, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here it is. It shows we've received it on 214-25. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 356-5126. It processed and denied that the policy was not active at the time of service.
[CUSTOMER][NEUTRAL] OK. And what's the claim number? Can you repeat once again for me?
[AGENT][NEUTRAL] It is 356-512-6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what's the effective and termination date?
[AGENT][NEUTRAL] The effective date is showing [PII] and the term date is [PII].
[CUSTOMER][NEUTRAL] And what's the termination date?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] in today's date. And do you need me to spell my first name for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye. Have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.