AccountId: 011433970860
ContactId: 18956c92-4d33-4238-8340-06d2543131a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217759 ms
Total Talk Time (AGENT): 111440 ms
Total Talk Time (CUSTOMER): 50462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/18956c92-4d33-4238-8340-06d2543131a6_20250121T19:33_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] Hi [PII], my name's [PII] with Redbud Physical Therapy. I need to check on a claim, please.
[AGENT][NEUTRAL] I can verify claim status [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 021385-557.
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], birthday is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] It is $445.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] And it looks like this claim is pending for eligibility. It looks like it processed under claim number 3542828.
[AGENT][NEUTRAL] And let me see if there's any updates or notes.
[AGENT][NEUTRAL] It looks like this processed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Looks like they're just waiting on the system to update so that they can release this claim. It's just pending for eligibility right now.
[CUSTOMER][NEUTRAL] Has the patient contacted you all? I mean can you tell?
[AGENT][NEUTRAL] Let me see if there's any notes. One moment.
[AGENT][NEUTRAL] Looks like the insurer did call.
[AGENT][NEUTRAL] That's in February. Let me go back.
[AGENT][NEUTRAL] Looks like that was last year, February.
[AGENT][NEUTRAL] Not seeing anything prior to that.
[AGENT][NEUTRAL] So I'm not showing anything since that.
[CUSTOMER][NEUTRAL] So he needs
[CUSTOMER][NEUTRAL] He needs to call to update information or thought has something been sent out to him or?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes. Once anything processes, it goes to the insured and to the provider. So he should have received this EOB the same time you guys received yours.
[CUSTOMER][NEUTRAL] OK, so let's just give him some more time, I guess, see if he'll do something on it. OK, [PII], do you have a reference number for today's call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That is it you have a great day.
[AGENT][POSITIVE] Thank you for calling American Public Life care. You have a great day as well. Bye-bye.
[CUSTOMER][POSITIVE] Thanks, bye bye.