AccountId: 011433970860
ContactId: 1bfab5b5-7d97-46ab-b2f5-82b37595ad8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175080 ms
Total Talk Time (AGENT): 52496 ms
Total Talk Time (CUSTOMER): 76617 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1bfab5b5-7d97-46ab-b2f5-82b37595ad8f_20250115T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you? Good morning.
[AGENT][POSITIVE] Good morning [PII]. I'm doing great how are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you for asking um I have a secondary claim that we billed to you guys just trying to get a status update on it please if you don't mind.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] Oh absolutely I can help you with that. But first, [PII], we're having phone issues. Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number 02280020.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and the date of service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and how much is the claim for?
[CUSTOMER][NEUTRAL] $8,857.25.
[AGENT][NEUTRAL] I do not have that claim on file.
[CUSTOMER][NEUTRAL] Alright, give me one second, let me just.
[CUSTOMER][NEUTRAL] Make sure because it looks like there may be a.
[CUSTOMER][NEGATIVE] An issue with on my end a typo.
[CUSTOMER][NEUTRAL] With the data service and the bill amount, let me just confirm that really quick um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8,85725. That's correct and then 59 2024. No, that's correct. OK, so you're advising there's no claim no claim on file.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, where can I resubmit this claim to?
[AGENT][NEUTRAL] Uh, do you want our fax or our mailing address?
[CUSTOMER][NEUTRAL] Uh, I could fax it, or, you know, let me, let me go ahead and have both just in case.
[AGENT][NEUTRAL] OK, fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Say, say the zip code one more time.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what's the timely filing deadline?
[AGENT][NEGATIVE] We do not have timely.
[CUSTOMER][NEUTRAL] Alright, and then a call reference number please.
[AGENT][NEUTRAL] It's just my name [PII], last [PII] [PII].
[CUSTOMER][POSITIVE] Alright, thank you very much I appreciate your time you have a great rest of your day.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.