AccountId: 011433970860
ContactId: 2dca5861-b4b9-4188-b396-f2348606fa18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255479 ms
Total Talk Time (AGENT): 104251 ms
Total Talk Time (CUSTOMER): 103359 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2dca5861-b4b9-4188-b396-f2348606fa18_20250604T20:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name, uh [PII]. My name is [PII]. I'm calling from provider office. Last name of initially G as in Golf.
[AGENT][NEUTRAL] I could barely hear you, sir.
[AGENT][NEUTRAL] Could you repeat yourself?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, caller. I can hear you better now cause so, yeah, could you repeat yourself cause I didn't hear what you said in the beginning of the call.
[CUSTOMER][NEUTRAL] Hello? Are you hear me?
[CUSTOMER][NEUTRAL] Are, are you hearing me?
[CUSTOMER][NEUTRAL] Mhm. My
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, my name is uh [PII]. I'm calling from provider office. Last name of the initial is G as in Golf.
[AGENT][NEUTRAL] Could you provide me with the spelling of your name, the first name?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] [PII], can I have a callback number for you just in case the call is disconnected and how may I assist you?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII].
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, actually, I'm looking for a claim status here.
[AGENT][NEUTRAL] Can I have a policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah. Policy number is 024.
[CUSTOMER][NEUTRAL] 50175.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, name of the patient is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] You're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Uh, for the date of services, uh,
[CUSTOMER][NEUTRAL] [PII] with a bill amount $925 even. Actually, it is a crossover claim. Uh our health plans transfer this claim to the American public life.
[AGENT][NEUTRAL] So the primary insurance company don't cross over claims here to American Public Life.
[AGENT][NEUTRAL] You will have to send the claim yourself on the behalf of the patient once you receive the EOB from the primary.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] As of right now, I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] Uh, OK, [PII]. Could you please provide a
[CUSTOMER][NEUTRAL] Yeah, OK. Uh, could you please provide me the mailing ID to submit the claim with the primary OB?
[AGENT][NEUTRAL] It'll be addressed to American Public Life claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's [PII], [PII], [PII]. That's [PII], [PII].
[CUSTOMER][NEUTRAL] OK. There is uh any fax number to submit the claim with the primary OB?
[AGENT][NEUTRAL] Of course, we have a tax number and a payer ID. Would you like both of them?
[CUSTOMER][POSITIVE] Yeah, I like the both of them.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII] that's [PII] attention claims department.
[CUSTOMER][NEUTRAL] Mhm. Uh, OK. And what is
[AGENT][NEUTRAL] An electronic payer ID?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 60801. That's 60801.
[CUSTOMER][NEUTRAL] OK. So, and what is the call reference number?
[AGENT][NEUTRAL] We don't provide those, [PII]. However, you can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh yeah, sure. No problem, sir. Uh, OK, I'm done for that one. OK. Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APO. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Yeah,