AccountId: 011433970860
ContactId: 02702f64-6ee3-4dde-8545-767dc04258cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221380 ms
Total Talk Time (AGENT): 104170 ms
Total Talk Time (CUSTOMER): 80483 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/02702f64-6ee3-4dde-8545-767dc04258cb_20250430T18:35_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, I'm not really sure if I hit the right cue. I was calling from a provider's office trying to see if you received our claim.
[AGENT][NEUTRAL] I can, I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And the patient's number is [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] With 350 be patient's responsibility or the total bill amount?
[CUSTOMER][NEUTRAL] No, that's a total bill amount.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See because I don't show a 350. Who would be the provider?
[CUSTOMER][NEUTRAL] It would be for [PII]. Hold on, let me make sure.
[AGENT][NEUTRAL] Is that the group or the provider?
[CUSTOMER][NEUTRAL] No, uh, provider name is [PII]. Sorry, it's because there's two of them, so I just wanted to make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm not showing that was received for that bill amount on that data service.
[AGENT][NEUTRAL] So I'm not sure when we did receive it.
[CUSTOMER][NEUTRAL] Is there a way where.
[CUSTOMER][NEUTRAL] Where we show if the patient was active on the time of service.
[AGENT][NEUTRAL] For this plan, let's see, it looks like.
[AGENT][NEUTRAL] They were. This plan was active until [PII].
[AGENT][NEUTRAL] Let's see if she got another plan.
[AGENT][NEUTRAL] Looks like her plan termed on [PII] and there is no active policy so she was covered on that data service.
[CUSTOMER][NEUTRAL] OK, but you guys don't have it. Um, is there a way I can still resubmit this, or would it be denied for timely? Like how long do we have until we can submit?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No, they
[AGENT][NEUTRAL] There's no time limit to submit a claim, and I can give you a fax number if you like.
[CUSTOMER][NEUTRAL] Um, sure, or let me see, actually, let me give, let me give you the, um, address that we submitted to. It's [PII].
[AGENT][POSITIVE] And that is correct.
[CUSTOMER][NEUTRAL] OK perfect can I get that fax number please?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][POSITIVE] Perfect and then um.
[CUSTOMER][NEUTRAL] May I have your name and a reference number please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much I'll go ahead and do that right now.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.