AccountId: 011433970860
ContactId: 27639012-a155-4080-9464-460a5eae990b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365470 ms
Total Talk Time (AGENT): 132862 ms
Total Talk Time (CUSTOMER): 118334 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/27639012-a155-4080-9464-460a5eae990b_20250103T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry. I'm, I was talking in muted mic. I'm sorry. This is [PII] calling from provider's office. I want to check on the claim status. I'm sorry, just, uh, human error.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK, no, you're perfectly fine. Alright, I can check on a claim for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII] is a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Oh yeah, I do have the policy number 2062577.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The amount is $28 even.
[AGENT][NEUTRAL] 28. OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and what was the name of the provider's office, [PII]?
[CUSTOMER][NEUTRAL] Uh, it is for Midwest Art and Vascular Specialist LLC.
[AGENT][NEUTRAL] Do you happen to have the tax ID by chance?
[CUSTOMER][NEUTRAL] Yeah. It is [PII].
[AGENT][NEUTRAL] OK, so we did not receive this claim, [PII]. We only have one claim on file for this individual, uh, different amount of different providers, so it doesn't look like we've received this claim.
[CUSTOMER][NEUTRAL] There is no claim on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, no issues and uh I'm ready to resubmit the claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I have the mailing address and payer ID?
[AGENT][NEUTRAL] Yes, I've also got a fax number if you'd like [PII]. Um, our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] Did you want our fax number as well?
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah. Uh, we, we want.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so that fax number is [PII].
[CUSTOMER][NEUTRAL] Uh, we'll be sending the, oh, got it, [PII].
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Thank you. Thank you for the facts, but we prefer to send the claim through payer ID.
[AGENT][POSITIVE] Sure, yeah, whatever you prefer. I just like having multiple options.
[CUSTOMER][NEUTRAL] Is the member active for the rate of service?
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] October
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They were not. I apologize for not letting you know that sooner.
[AGENT][NEUTRAL] So this policy terminated uh [PII].
[AGENT][POSITIVE] And they do not have any other active policies with us. I'm so sorry for not telling you that sooner.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is a member of any other active insurance if you know by any chance?
[AGENT][NEUTRAL] Not that I'm able to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me check on my side.
[CUSTOMER][NEUTRAL] Give me a minute. I'm checking on my side. Give me just uh 30 seconds, so one minute is enough for me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You're fine, you're fine, of course.
[CUSTOMER][NEUTRAL] OK. [PII], OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Yeah, for me also, I don't see any.
[CUSTOMER][NEUTRAL] Anything.
[CUSTOMER][NEUTRAL] Could you please help me with one more number?
[AGENT][NEUTRAL] Uh, a different member?
[CUSTOMER][NEUTRAL] Uh, yeah, it is for American Republic Medicare Supplement plan. Do you handle this?
[AGENT][NEUTRAL] Uh, no, this is American Public Life.
[CUSTOMER][NEUTRAL] OK, got it. So.
[CUSTOMER][NEUTRAL] This is one another insurance, I guess.
[AGENT][NEUTRAL] OK. Was there anything else I can help you with, [PII]? Yeah.
[CUSTOMER][NEUTRAL] OK. Can I have a
[CUSTOMER][NEUTRAL] Um, that's all, ma'am. Can I have the call reference number?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. And so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for the help. Have a wonderful day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yes, thanks for calling APL. I hope you have a great rest of your day. Bye bye.
[CUSTOMER][POSITIVE] Great. Bye.