AccountId: 011433970860
ContactId: 1d3efd69-0fc3-4bad-9f5b-61b0e4d6c9db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274040 ms
Total Talk Time (AGENT): 112271 ms
Total Talk Time (CUSTOMER): 77086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1d3efd69-0fc3-4bad-9f5b-61b0e4d6c9db_20250415T16:45_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from the broadr office to check claim status.
[AGENT][NEUTRAL] I can help with the claim status. Like what is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] Policy number means it's uh.
[CUSTOMER][NEUTRAL] Uh, on the member ID, right?
[AGENT][NEUTRAL] Well, yes, it would probably begin with a 01 or 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 02263616.
[AGENT][NEUTRAL] OK, 02
[AGENT][NEUTRAL] I'm sorry, you said 02.
[CUSTOMER][NEUTRAL] Uh, I'll repeat it again. 022.
[CUSTOMER][NEUTRAL] 63616.
[AGENT][POSITIVE] Great. OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, sure. The patient name is uh
[CUSTOMER][NEUTRAL] Chess
[CUSTOMER][NEUTRAL] Buyer's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII].
[AGENT][POSITIVE] I appreciate that. What date of service are we looking for for Chase?
[CUSTOMER][NEUTRAL] Uh, I just want to know the general claim status.
[AGENT][NEUTRAL] Right, and in the data service so that I could look at that.
[CUSTOMER][NEUTRAL] A data service is [PII]. The bill amount is $155 even.
[AGENT][POSITIVE] $55. OK. Thank you.
[AGENT][NEUTRAL] OK. Um, well, the
[AGENT][NEUTRAL] The policy was active during that day of service, but I don't have your claim. Um, now, normally, uh, I do have one for [PII] but not for a bill amount $155. So, um, normally when these are sent in.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] They are submitted to a company called IMA. Um, do you, do you have any information on where the claim was originally sent to? Because I'm afraid I don't have this on my system.
[CUSTOMER][NEUTRAL] OK. OK, sure. Thank you. So the claim was submitted uh via uh paper on the mailing address [PII].
[AGENT][NEUTRAL] OK, well that certainly is where it's supposed to go, um, now what they'll do is they'll submit it to us that's a different company, um, you'll submit it to them and then they turn around and submit it to us so it does not look like we have received that claim yet, um, but that is where it's supposed to go. Uh, it's just that, uh, [PII], it doesn't look like they sent it to us yet.
[AGENT][NEUTRAL] So right now, I don't have your uh.
[CUSTOMER][NEUTRAL] You mean to say that
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, like, uh, to whom should we call regarding the status of this claim?
[AGENT][NEUTRAL] Uh, you can contact them at [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] So, the name is [PII], right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] And what about you?
[AGENT][NEUTRAL] We're with American Public Life, and we, we get the claim, but we get it after IMA has it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So, so you, we need to contact to the IMA for the status.
[AGENT][NEUTRAL] Uh, you, you can't, uh, you can contact them if you want to, yes. We don't, we don't contact them. They send it to us, uh, but we don't contact them.
[CUSTOMER][NEUTRAL] So first we need to get the status from the IMA, right?
[AGENT][NEUTRAL] Uh, yes, sir. You can see whether they have it or not.
[CUSTOMER][POSITIVE] OK, then. Thank you. That's all. Have a great day. Bye bye now.
[AGENT][NEUTRAL] OK, if there's nothing else I can help with, thanks for contacting.