AccountId: 011433970860
ContactId: 06062233-c42c-4a1f-9e0a-205ab6624dd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267799 ms
Total Talk Time (AGENT): 105874 ms
Total Talk Time (CUSTOMER): 112492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/06062233-c42c-4a1f-9e0a-205ab6624dd1_20250317T17:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] and I'm calling from the doctor's office to check on the claims. I'm sorry I didn't catch your name. Could you please spell it for me?
[AGENT][NEUTRAL] OK, could I get your name again, please? And if you could spell that.
[CUSTOMER][NEUTRAL] Oh, that is
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] You, what is the last letter? [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And, uh, you asked for my spelling [PII]
[CUSTOMER][POSITIVE] Oh thank you for that.
[AGENT][NEUTRAL] You're welcome. And you did say you were calling for status today. What is the policy number?
[CUSTOMER][NEUTRAL] 02568064
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Can I get that policy number one more time? I'm bringing up a different patient.
[CUSTOMER][NEUTRAL] 02568064
[AGENT][NEUTRAL] 680.
[AGENT][NEUTRAL] OK, and that date of birth one more time.
[CUSTOMER][NEUTRAL] Oh, that's, uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII] with a total of $364 even.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do not show we received a claim for [PII] for $364.
[CUSTOMER][NEUTRAL] Oh, do you have any other claim?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Do you have any other claim for the same date of service?
[AGENT][NEUTRAL] I don't have any claims on file for this patient.
[CUSTOMER][NEUTRAL] Oh, I know the claim was submitted and, uh, uh certificate number that is.
[CUSTOMER][NEUTRAL] 01954825
[CUSTOMER][NEUTRAL] M as in Mike. L as in Larry, number 8.
[AGENT][NEUTRAL] OK. Uh, let me see.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] OK, but that, that date would not be able to be billed under this policy. This policy was not active at the time. So if they, if the charges are for [PII] would be on the other policy.
[CUSTOMER][NEUTRAL] OK, uh, so we need to submit the claim under ID like 0256.
[CUSTOMER][NEUTRAL] 8064 right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and can you also verify me the mailing address for the uh electronic submission of the claim?
[AGENT][NEUTRAL] Yes, mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and can you get?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you also the member's eligibility?
[AGENT][NEUTRAL] Post the effective [PII] and still active.
[CUSTOMER][NEUTRAL] 24 2. OK, so.
[CUSTOMER][NEUTRAL] You need to submit under the ID 025 and uh do you have a uh electronic payer ID?
[AGENT][NEUTRAL] Pay ID for claims is 60801.
[CUSTOMER][NEUTRAL] And the time you need to submit the claim.
[AGENT][NEGATIVE] There is no timely filing on this policy.
[CUSTOMER][NEUTRAL] OK, great, and can you get the reference number for this call? sorry.
[AGENT][NEUTRAL] To reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Can I get the first insured and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sounds great. Thank you. Have a great day.
[AGENT][POSITIVE] Thank you. You have a wonderful day yourself and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.