AccountId: 011433970860
ContactId: 21871051-4e03-4cae-b66f-3eae885689dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202710 ms
Total Talk Time (AGENT): 92044 ms
Total Talk Time (CUSTOMER): 79869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/21871051-4e03-4cae-b66f-3eae885689dc_20250613T15:45_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] Good morning. My name is [PII] and I'm calling you from provider's office regarding claim status. Could you please provide me that?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 05.
[CUSTOMER][NEUTRAL] Sorry, 02556443 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth of the patient is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yes, it is [PII] with the amount of $4550.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And I'm not showing we have.
[CUSTOMER][POSITIVE] Well thank you for
[AGENT][NEUTRAL] You're welcome. I'm not sure we have received data service for [PII] as of today.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Would you like the fax?
[CUSTOMER][NEUTRAL] Uh this claim was.
[CUSTOMER][NEUTRAL] Yes, could you please provide me that?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 9423. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And do you guys have any payer ID or mailing address where we can send the game?
[AGENT][NEUTRAL] Yes, the mailing address will be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And could you please provide me the payer ID also?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 01. And what is the timely filing limit to 5 field?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] And could you please tell me the effective and term date for the patient's plan?
[AGENT][POSITIVE] Yes, the plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK. Thank you so much. Could you please provide me a call reference number for today?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] No, thank you so much for your help. Have a wonderful rest of your day. Bye-bye.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.