AccountId: 011433970860
ContactId: 10cb0933-2a21-4c7f-b8d8-094f79bc2136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220929 ms
Total Talk Time (AGENT): 71221 ms
Total Talk Time (CUSTOMER): 96653 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/10cb0933-2a21-4c7f-b8d8-094f79bc2136_20250530T13:43_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from provider's office.
[CUSTOMER][NEUTRAL] I need a claim status.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure. The policy number is 01822967 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Number 8.
[CUSTOMER][NEUTRAL] Uh, patient name is [PII].
[CUSTOMER][NEUTRAL] And before we begin I would like to let you know that this call is being recorded for quality and training purposes.
[AGENT][NEUTRAL] OK. Could I get the date of birth for the patient, please?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say status. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII].
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] Uh, this claim is, uh, paid from primary and, uh, claim, uh, sent to you yesterday only.
[CUSTOMER][NEUTRAL] By paper.
[AGENT][NEUTRAL] You said yesterday?
[CUSTOMER][NEUTRAL] Yeah, primary shared you the claim via paper on yesterday.
[AGENT][NEUTRAL] OK, if it was just sent on yesterday, it wouldn't be in our system.
[CUSTOMER][NEUTRAL] OK, so may I know uh what would be the turnaround time and uh when it will reflect in your system?
[AGENT][NEUTRAL] How was the, the claim sent? Was it mailed?
[CUSTOMER][NEUTRAL] Via paper.
[AGENT][NEUTRAL] Electronically.
[CUSTOMER][NEUTRAL] Paper claim bill.
[CUSTOMER][NEUTRAL] Uh, yeah, I guess electronically.
[AGENT][NEUTRAL] OK, and what, what payer, OK, OK.
[CUSTOMER][NEUTRAL] Let me check, OK?
[CUSTOMER][NEUTRAL] Please allow me a minute.
[CUSTOMER][NEUTRAL] Uh, the claim bill via paper claim, uh, via paper through paper claim and, uh, via mailing address.
[AGENT][NEUTRAL] So it was mailed on yesterday.
[CUSTOMER][NEUTRAL] Yes, they mailed on yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So the mail is gonna take, I would say, call back in a week just to make sure it's received.
[AGENT][NEUTRAL] I mean, by mail, it's gonna take a few days to come by mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much for helping me with this information. May I know your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Can you please help me with the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] Today is right. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a wonderful day.
[CUSTOMER][POSITIVE] Have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL bye bye.