AccountId: 011433970860
ContactId: 046a183b-9b3a-42e1-9fd7-e615f7920d89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173470 ms
Total Talk Time (AGENT): 63931 ms
Total Talk Time (CUSTOMER): 62918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/046a183b-9b3a-42e1-9fd7-e615f7920d89_20250604T19:07_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] Hi, my name is [PII]. I was calling to see if you guys received the claim that we sent for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02552796.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to see if we have a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have a date of service in total view?
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount was $308.
[AGENT][POSITIVE] Thank you, and I'm checking that information for you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for the data service of 51 and 25 total bill charge 308 as of right now it's showing that no claim is on file.
[CUSTOMER][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] And was this just a recent submission today or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it was sent on [PII].
[CUSTOMER][NEUTRAL] So it could just not be there yet.
[CUSTOMER][NEUTRAL] OK, and just in case, what is the um timely filing for claims?
[AGENT][NEGATIVE] We have no timely filing.
[CUSTOMER][NEUTRAL] OK, and what is the correct um mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you so much and do you guys have call reference numbers?
[AGENT][NEUTRAL] For the call reference, it will be my first name [PII], last initial of [PII] and today's date, but you also have the option to submit claims via our secured portal or by fax as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye.