AccountId: 011433970860
ContactId: 0883bcf6-449f-415a-afe1-ffe66ed4dc45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373220 ms
Total Talk Time (AGENT): 164820 ms
Total Talk Time (CUSTOMER): 115631 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0883bcf6-449f-415a-afe1-ffe66ed4dc45_20250225T20:13_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] Yes ma'am, my name is [PII] with Lake Regional Health System, and I'm calling regarding a claim please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02279403
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I'm calling regarding the claim for date of service [PII].
[CUSTOMER][NEUTRAL] With a total billed amount of $1,978.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you can also check claim status via our secure portal that is [PII]. And for this claim, it does show that we did receive it in twice. The first claim, that claim number is 3541567. For that claim, we did receive it on [PII].
[AGENT][NEUTRAL] And it was processed and paid on [PII] in the amount of $1,062.39.
[CUSTOMER][NEUTRAL] One I'm sorry, say that one more time.
[AGENT][NEUTRAL] $1,062.39.
[CUSTOMER][NEUTRAL] Was paying.
[CUSTOMER][NEUTRAL] OK, and do you happen to have a payment number?
[AGENT][NEUTRAL] The check number is 20.
[AGENT][NEUTRAL] 18573.
[CUSTOMER][NEUTRAL] And you, it was paid on [PII] or was it issued on a later date?
[AGENT][NEUTRAL] It was issued out on [PII].
[CUSTOMER][NEUTRAL] OK, and do you know do you guys use a vendor or was that a paper check?
[AGENT][NEUTRAL] It was a paper check. It was mailed to the mailing address listed on the claim.
[CUSTOMER][NEUTRAL] OK. And are you able to tell us that payment has cleared?
[AGENT][NEUTRAL] I will have to send out a verification with the bank before anything can be stated if it's cleared or not.
[CUSTOMER][NEUTRAL] OK, is it possible that you could do that because to my record we have not received payment as of today.
[AGENT][NEUTRAL] OK. It can take 24 to 48 hours for that check verification.
[CUSTOMER][NEUTRAL] OK, and do I need to call back?
[AGENT][NEUTRAL] Yes, you will have to call back or I can give you a call back if you would like once the verification is done.
[CUSTOMER][NEUTRAL] For that
[CUSTOMER][POSITIVE] OK, yeah, if you could call back that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And once I receive that I will give you a call back. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that will be it. Um, is there a call reference number please?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] And I'm sorry, [PII], would you be able to spell your first name for me?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[AGENT][NEUTRAL] And I'm checking to make sure that it was submitted to the correct mailing address as well.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] Let me pull that up.
[AGENT][NEUTRAL] And if you would like, would you like to verify that mailing address with me?
[CUSTOMER][NEUTRAL] Um, yes, let me pull up, we have two addresses, so let me just pull up real quick.
[CUSTOMER][NEUTRAL] I'm not sure if it's sent to the [PII] or if it went to the [PII].
[AGENT][NEUTRAL] It went to the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, so I will go ahead and submit that request to make sure since it was submitted to the correct mailing address and once I get that documentation back, I will give you a call.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK great and I do have a secure voicemail um I do spend majority of the time on the phone like you so um if you do call back and I don't answer it is a very secure voicemail and you can leave um the check information there.
[AGENT][NEUTRAL] We can't leave certain information over a voicemail. We will have to speak with you personally. So if you would like to go ahead and just call back once I get that documentation, I can notate it in the system and the person that you speak with should be able to view that if you would like to do that instead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, that will be fine.
[AGENT][NEUTRAL] OK. And that should be within 48 hours that you would be able to contact and verify that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. We will um check back then. Thank you very much for all of your help. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye.