AccountId: 011433970860
ContactId: 12409d77-ea4d-48a6-9ef3-4947d080f6cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177050 ms
Total Talk Time (AGENT): 72660 ms
Total Talk Time (CUSTOMER): 52708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/12409d77-ea4d-48a6-9ef3-4947d080f6cd_20250522T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling for provider office. I need a claim information.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah. 01954452.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]. It's direct flight.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name is [PII]. Last name is [PII], and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is 707.
[AGENT][NEUTRAL] And that was data service 120 of 25?
[CUSTOMER][NEUTRAL] 122.
[AGENT][NEUTRAL] 122.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you for verifying that information for future reference, you may visit our website at [PII]. Check claim status as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This process under claim number 3562173, we are asking for the primary insurance explanation of benefits.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] May I also it
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And received date.
[AGENT][NEUTRAL] It was
[CUSTOMER][NEUTRAL] May I know receive date?
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] And the process date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the claim number, I repeat, 3561173, right?
[AGENT][NEUTRAL] 356-2173
[CUSTOMER][NEUTRAL] 2173. OK. And uh there's any uh other insurance or primary?
[AGENT][NEUTRAL] We are always secondary. We're secondary. We don't know who the primary is.
[CUSTOMER][NEUTRAL] On the date of service?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. Thank you so much. May I know the call reference number?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Right.