AccountId: 011433970860
ContactId: 2f11cf84-cc96-46d5-8b79-6618218bc72a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265390 ms
Total Talk Time (AGENT): 111001 ms
Total Talk Time (CUSTOMER): 80354 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2f11cf84-cc96-46d5-8b79-6618218bc72a_20250402T20:23_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]. My name is [PII] with Georgia Bone and Joint. How are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I'm good thank you. I was calling on claim status on a patient, but I don't know if I hit the right option.
[AGENT][NEUTRAL] OK, no problem. May I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] A 6010427601
[AGENT][NEUTRAL] OK, that one's not one of our policy numbers. Are you trying to reach American Public Life?
[CUSTOMER][NEUTRAL] Um, let me see. Oh yes, I am.
[AGENT][NEUTRAL] OK, because our policy number just starts with a 0.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh hold on a second.
[CUSTOMER][NEUTRAL] I found
[CUSTOMER][NEUTRAL] I wonder if they put the wrong claim number or wrong ID number on the claim.
[AGENT][NEUTRAL] Now, we're just they're supplemental, so they're probably, they probably have the primary.
[CUSTOMER][NEUTRAL] Um, because I did find a um.
[AGENT][NEUTRAL] Policy number listed on the claim.
[CUSTOMER][NEUTRAL] Can I give you this one and see if it brings up the patient?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, 02510727.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] Yes, let me get back to that.
[CUSTOMER][NEUTRAL] Um, the date of the claim was [PII] in the amount of $413.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is for data service of 227 25 total be a charge for 13 for that claim. It is showing that we have no claim listed on file.
[CUSTOMER][NEGATIVE] Oh goodness, that's not good the claim on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like to verify the mailing address or other means of submitting claims?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so the mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can also fax the EOB and the claim to 877.
[AGENT][NEUTRAL] 3659423 and that is attention claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just in case that you would like to do the secured portal, we do have a secured portal for the provider to submit claims as well. Would you like that?
[CUSTOMER][NEUTRAL] Department, OK.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] OK, the secure portal is secured [PII].
[AGENT][NEUTRAL] And is there anything else I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] Um, no, if I could just get a reference number for the call.
[AGENT][NEUTRAL] Yes, the reference number is my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] And I do wanna thank you so
[CUSTOMER][POSITIVE] All right well thank you so much for your help.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] No, I just was gonna say thank you for your help today.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye bye.