AccountId: 011433970860
ContactId: 233bee57-7029-44e2-b591-4db7fc4fe0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477690 ms
Total Talk Time (AGENT): 134256 ms
Total Talk Time (CUSTOMER): 165168 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/233bee57-7029-44e2-b591-4db7fc4fe0a8_20250401T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and I'm calling for the provider, [PII], to check on a claim status. Please be informed this call has been recorded and monitored for training and quality purposes.
[AGENT][NEUTRAL] May I please have a callback number? Go ahead.
[CUSTOMER][NEUTRAL] So, may I know if I can help with the patient's information and the provider's information?
[AGENT][NEUTRAL] May I have the callback number please?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line extension.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The member ID that is 02496355.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Sure. The date of service is [PII] and the amount is.
[CUSTOMER][NEUTRAL] Uh, one moment, OK? I'll help you with the bill amount.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] $185 even.
[AGENT][NEUTRAL] So the total bill charge is 185?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So for the date of service of [PII], total bill charge $185 no claim is on file.
[CUSTOMER][NEUTRAL] No claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. Thank you so much. One moment.
[CUSTOMER][NEUTRAL] And is the patient active on the data service?
[AGENT][NEUTRAL] The patient is active at the time of service.
[CUSTOMER][NEUTRAL] All right. Could you help me with the policy effective date and the term date?
[AGENT][NEUTRAL] The policy is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Still active.
[CUSTOMER][NEUTRAL] Well, uh, are you a secondary or primary insurance?
[AGENT][NEUTRAL] Were they supplemental.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] We're their supplemental, we're not their primary.
[CUSTOMER][NEUTRAL] You're the secondary.
[AGENT][NEUTRAL] Supplemental with the last resort to any insurance.
[CUSTOMER][NEUTRAL] And may I know when was the last coordination of benefit updated?
[AGENT][NEGATIVE] We don't have any coordination of benefit.
[CUSTOMER][NEUTRAL] All right. And what is the preferred mode of submission?
[AGENT][NEUTRAL] You needed to know how to submit the claim?
[CUSTOMER][NEUTRAL] May I know what is the preferred mode of submission?
[AGENT][NEUTRAL] You have 3 options which is to mail it, fax it, or submit it via the secured portal.
[CUSTOMER][NEUTRAL] All right. And what is the claim submission timely filing limit?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][POSITIVE] Thank you so much. And what the claim submission mailing address and the payer ID?
[AGENT][NEUTRAL] And do you have the information?
[AGENT][NEUTRAL] The electronic payer ID is 60801.
[AGENT][NEUTRAL] With the mailing address as [PII].
[CUSTOMER][NEUTRAL] we get
[AGENT][NEUTRAL] 248
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] Oklahoma City, [PII].
[AGENT][NEUTRAL] [PII] and you also have the option to check status via our secured portal which is [PII]. With that secure portal, you do have the option to submit the claims in as well.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Was.
[CUSTOMER][POSITIVE] It's secured.
[AGENT][NEUTRAL] That is spelled [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry I don't have.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, so I have more to claims to discuss. Uh, it's the same member.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII] and double the amount of $1610 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes that's all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] 18.
[AGENT][NEUTRAL] And that is for data service of 12-19 24 total bill 1610. No claim is listed on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Claim is not on file?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So all the information would be the same as the previous claim?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The effective date of [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, one moment, I will help you with the next date of service and the amount.
[CUSTOMER][NEUTRAL] It's for the same member.
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] The amount of 200, I'm sorry, $2400 even.
[AGENT][NEUTRAL] And that is for data service of 1220?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just want
[AGENT][NEUTRAL] So for the date of [PII], 2400, no claim on file.
[CUSTOMER][NEUTRAL] So it's, it's for the same, right? No claim on file.
[AGENT][NEUTRAL] No claim is on file.
[CUSTOMER][NEUTRAL] All the information would be the same as for the previous claim. All right. Could you help me with the call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you for your assistance. Have a nice day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.