AccountId: 011433970860
ContactId: 34aeb8d4-4213-4de0-8d41-e70716e009b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261399 ms
Total Talk Time (AGENT): 91579 ms
Total Talk Time (CUSTOMER): 105980 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/34aeb8d4-4213-4de0-8d41-e70716e009b5_20250317T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, sure, this is [PII] from provider office. I was checking on claim.
[AGENT][NEUTRAL] OK, can I get a callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] D 46802147.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the social for the patient?
[CUSTOMER][NEUTRAL] No, I'm calling from the member insurance card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Number
[AGENT][NEUTRAL] OK, what is the last name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, the member name is.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you saying [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the last name is spelled [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there a member ID on the card? Because I'm not pulling the patient by name.
[CUSTOMER][NEUTRAL] Yeah, the member ID on the card is ID policy number is 02.
[CUSTOMER][NEUTRAL] 571782
[AGENT][NEUTRAL] Patients first and last name.
[CUSTOMER][NEUTRAL] The patient name I provided you, it is [PII].
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for status today?
[CUSTOMER][NEUTRAL] Yeah, I'm calling for claim status and can you spell your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] And what is the date of service you're checking?
[CUSTOMER][NEUTRAL] You right.
[CUSTOMER][NEUTRAL] I'm looking for the date of service [PII] charge amount 707.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, I do not show we have any claims on file for data service [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Uh, what will be the address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And what about the payer ID?
[AGENT][NEUTRAL] Payer ID is 64556.
[CUSTOMER][NEUTRAL] 605-56. And what is the time the filing?
[AGENT][NEUTRAL] There is no timely filing for the policy?
[CUSTOMER][NEUTRAL] And what is the member effective date?
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] I show the policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and what about the call reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] What is the initial?
[CUSTOMER][NEUTRAL] What is the initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, fine. So thank you for helping me. You have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.