AccountId: 011433970860
ContactId: 37a77c30-dd54-4eac-9d89-0d5aa06d64be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266380 ms
Total Talk Time (AGENT): 85040 ms
Total Talk Time (CUSTOMER): 107753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/37a77c30-dd54-4eac-9d89-0d5aa06d64be_20250224T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh hey, [PII]. Good afternoon or good morning. By the way, my name is [PII] from provider's office. How are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing fine, thank you so much for asking. I'm checking for claim status please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK, sorry about that. um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number holding.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 482-856-20.
[AGENT][NEUTRAL] OK, [PII], that's gonna be a bit too long to be one of our policy numbers. Um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, I do have one more. Can you check this?
[AGENT][NEUTRAL] Oh, sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. And uh was this for uh dental?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] It is for dental, OK.
[AGENT][NEUTRAL] And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] [PII] and then do you have that building out?
[CUSTOMER][NEUTRAL] Bill amount holding.
[CUSTOMER][NEUTRAL] It's $401.72.
[AGENT][NEUTRAL] Got it. OK, thank you, [PII]. One moment.
[AGENT][NEUTRAL] OK, so I am not showing that we've received that claim, [PII]. I don't have any claims on file for this patient.
[CUSTOMER][NEUTRAL] Holding in my [PII].
[CUSTOMER][NEUTRAL] Uh, we sent that to ECS.
[AGENT][NEUTRAL] So we can verify I do have um I do have a a mailing address fax number and a payer ID.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh payer ID is um
[CUSTOMER][NEUTRAL] 60601.
[AGENT][NEUTRAL] No, so it's actually 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Change that holding.
[CUSTOMER][NEUTRAL] And the payer name, sorry?
[AGENT][NEUTRAL] I'm, um, so this is the APL.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Oh, about life insurance, OK.
[CUSTOMER][POSITIVE] I got it perfectly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh we need to submit the claim. OK.
[CUSTOMER][POSITIVE] OK. No worries about that.
[AGENT][NEUTRAL] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] Can I have your first name?
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] OK, and the reference number, Kyra?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, OK. By the way, thank you so much and have a great day to you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course, thanks for calling APL. You too. Bye-bye.