AccountId: 011433970860
ContactId: ffe5deaa-8cdb-4346-887c-de2f22924810
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114300 ms
Total Talk Time (AGENT): 56337 ms
Total Talk Time (CUSTOMER): 37420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ffe5deaa-8cdb-4346-887c-de2f22924810_20250520T20:47_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes I am. I have a question regarding a claim that we haven't had a response on.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] 02359305.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can I get that one more time? I'm sorry.
[CUSTOMER][NEUTRAL] 02359305
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you so much for verifying the account and you did say you called about a claim you haven't heard anything on. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The total charge?
[CUSTOMER][NEUTRAL] The total charges for this day is $387.
[AGENT][NEUTRAL] OK, thank you so much. So I do show we've received the claim. It looks like the claim was processed and denied on [PII]. Uh, the policy does not cover physician office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII], is there a reference number for her?
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you'll use my name, [PII] and today's date. And is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh no, ma'am, that will be all. Thank you very much.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.