AccountId: 011433970860
ContactId: 0e554e28-5131-45ee-89c0-d35320f0d03c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214419 ms
Total Talk Time (AGENT): 78928 ms
Total Talk Time (CUSTOMER): 96514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0e554e28-5131-45ee-89c0-d35320f0d03c_20250124T15:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office check claims.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. Uh, it's 0244.
[CUSTOMER][NEUTRAL] 7387 M as in Mary, L as in Lima, B as in Bravo.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh, before I go ahead, could you please spell out your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. And um patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Sure. It is uh [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] 952-2.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] Good morning
[AGENT][NEUTRAL] This process under the claim number.
[AGENT][NEUTRAL] 353-5347. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, [PII]. Uh, this, uh, already had a conversation, uh, in a recent call a couple of days ago and just want to know whether you have received the EOB or not. We have already sent the EOB from our end. That is on [PII]. We have, uh, sent a request to send the primary EOB to American Public Life Insurance.
[AGENT][NEUTRAL] OK, I'm not seeing that.
[CUSTOMER][NEUTRAL] And mail, mailing address.
[CUSTOMER][NEUTRAL] It has been sent to the mailing address.
[AGENT][NEUTRAL] Can you verify the mailing address?
[CUSTOMER][NEUTRAL] Uh, sure. That is [PII].
[AGENT][NEUTRAL] And that is correct, and as of today, I'm not showing we have received it. Would you like to fax it over?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] The fax number is 877.
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll repeat the fax number that is [PII] correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, OK, thank you so much, Mo, for all this information.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That is all from my end. May I have a call reference number for today?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, morning. That is all from my end and you have a very good day. Bye bye.
[AGENT][POSITIVE] But you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.