AccountId: 011433970860
ContactId: 29e648de-0c69-4711-853a-bb1760f309d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279230 ms
Total Talk Time (AGENT): 88731 ms
Total Talk Time (CUSTOMER): 125223 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/29e648de-0c69-4711-853a-bb1760f309d9_20250530T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm [PII], and my last name is [PII]. I'm calling from broadest office. I need to verify the claim status. So could you please verify [PII] from your end.
[AGENT][NEUTRAL] OK, I can check on a claim for you.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, can I get your name please?
[AGENT][NEUTRAL] Uh yeah, my name is, it's [PII]
[AGENT][POSITIVE] And then [PII], can I get a good call.
[CUSTOMER][NEUTRAL] Last name of your name please.
[AGENT][NEUTRAL] Last initial is [PII] Can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, uh last name is [PII].
[CUSTOMER][NEUTRAL] Last name is sorry.
[CUSTOMER][NEUTRAL] [PII] and my last name is [PII].
[AGENT][POSITIVE] I got it thank you. Can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the member ID is 0.
[CUSTOMER][NEUTRAL] 2377.
[CUSTOMER][NEUTRAL] 438 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The first name is [PII] and last name is uh [PII] and [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Day of service is [PII]. The bill amount is $336.
[AGENT][NEUTRAL] OK, that was [PII] for $336.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, so we have not received any claims for that date of service for this member.
[CUSTOMER][NEUTRAL] So which means no claim on file, right? So, uh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Isn't it?
[CUSTOMER][NEUTRAL] OK. Uh, could you please, uh, tell me the effective dates?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Leave it on the
[CUSTOMER][NEUTRAL] The plan is acting for the date of service, right?
[AGENT][NEUTRAL] That's correct. This policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the mailing address, I will read it. I just read that. Just tell me whether it is correct or incorrect. Uh, American Public Life Insurance [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, same correct mailing address.
[AGENT][NEUTRAL] It's uh no it's so it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes, [PII]. I've also got a fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Everything is.
[CUSTOMER][NEUTRAL] No, uh, no need. Uh, we have submitted the claim to, uh, through mailing address. Uh, can I get the timely filing limit?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] What is the TFL to some?
[CUSTOMER][NEUTRAL] OK. I have another claim, uh, same patient, but different, uh, date of service. Could you please help me with that. Uh, date of service is [PII]. The total bill amount is $194.
[AGENT][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Once again.
[CUSTOMER][NEUTRAL] [PII]. The bill amount is $194.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, so I'm not showing we've received any claims for that date of service either.
[CUSTOMER][NEUTRAL] So both the same, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Just a moment. Let me open another claim. Just give me a moment.
[CUSTOMER][NEUTRAL] Just a moment, please.
[CUSTOMER][NEUTRAL] OK, only 2 claims. OK, thank you so much for uh assisting me. Now, can I have the call reference number, please?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Thank you so much for providing information regarding patient plan. Have a nice day and happy weekend. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, thanks for calling ATL you too thank you you too bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.