AccountId: 011433970860
ContactId: 16b524c4-2edb-4b55-a28c-1c6ac0fab5cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188750 ms
Total Talk Time (AGENT): 77808 ms
Total Talk Time (CUSTOMER): 56204 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/16b524c4-2edb-4b55-a28c-1c6ac0fab5cd_20250319T16:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from Jackson Health System. I would like to check claims.
[AGENT][POSITIVE] It would be my pleasure to assist you and I did miss your name. I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 32932 M
[CUSTOMER][NEUTRAL] L 818635
[AGENT][NEUTRAL] All right, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And the date of birth? [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. I can help you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was that for an appeal or?
[CUSTOMER][NEUTRAL] No, it's uh uh a bill, a regular bill.
[AGENT][NEUTRAL] Hang on just a second, let me check something.
[AGENT][NEUTRAL] If you will bear with me just one second, I'm checking. What's the total bill amount?
[CUSTOMER][NEUTRAL] $24,938.40.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I don't have a facility claim on file.
[CUSTOMER][NEUTRAL] OK, your electronic payer ID is.
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] And this is American Public Life?
[AGENT][NEUTRAL] It is and you can fax a claim with the primary EOB to our claims department as well.
[CUSTOMER][NEUTRAL] OK, and you're
[CUSTOMER][NEUTRAL] OK, what's your uh fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] Oh, wait.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, alrighty thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] My pleasure. My name is [PII], and it's been a pleasure to assist you with that claim status, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] And what's your name?
[CUSTOMER][POSITIVE] That will be all thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.