AccountId: 011433970860
ContactId: 2b9598e3-b6ef-4ec8-acf5-2cc8ad32a52a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276869 ms
Total Talk Time (AGENT): 101766 ms
Total Talk Time (CUSTOMER): 101158 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/2b9598e3-b6ef-4ec8-acf5-2cc8ad32a52a_20250616T16:33_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name. My name is [PII] calling on behalf of provider's office to check on a claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 01978558 M as in Mike L as in Lima 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. The callback number would be [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Um, data service falls on [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] The amount would be 26,000.
[CUSTOMER][NEUTRAL] $268 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. And as of today, we have not received data service 312025.
[CUSTOMER][NEUTRAL] Um, just give me one second.
[CUSTOMER][NEUTRAL] 31225 not received. OK. Uh, may I have your uh
[CUSTOMER][NEUTRAL] Payer ID, do you happen to have any payer ID?
[AGENT][NEUTRAL] 60801.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] The payer name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, yeah, you can help me with the fax number.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK. And uh do you happen to have mailing address?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Uh, uh, I'm sorry, I'm not good at names. Uh, it is [PII] uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's 73.
[CUSTOMER][NEUTRAL] [PII] and then mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh the state name is [PII], right? If I'm not wrong?
[AGENT][POSITIVE] OK, yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh what would be a timely filing limit?
[AGENT][NEUTRAL] There's no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK. Do you happen to have any group number for the member?
[AGENT][NEUTRAL] Yes, one moment, I'll pull this up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 23061.
[CUSTOMER][NEUTRAL] OK. And what plan type does this come on? Does it PPO or HMO or EPO?
[AGENT][NEUTRAL] There is no network. This is their secondary or gap policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] May I have the member's plan effective date?
[AGENT][POSITIVE] This plan is effective. One moment.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] Oh, OK. It's still actor, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, may I have your call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, [PII]. So thanks so much for your time. Have a great and good day. Bye-bye.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] And by the way, OK, bye-bye.