AccountId: 011433970860
ContactId: 3a5b7420-1c9d-400e-831a-0e5fce34d5c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481799 ms
Total Talk Time (AGENT): 137917 ms
Total Talk Time (CUSTOMER): 160577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3a5b7420-1c9d-400e-831a-0e5fce34d5c2_20250609T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office.
[CUSTOMER][NEUTRAL] I'm calling regarding the claim status. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] Yes. May I have your policy number and your name, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Policy ID would be 01845848 Mike Lima number 8.
[CUSTOMER][NEUTRAL] And my name is [PII], which spell out [PII] [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Can you spell out your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. And
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Sure date of services. [PII] with total charge $5,578 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEUTRAL] And as of today I'm not showing we have data service 318 2025 in our system.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Uh, just a moment. Uh, can you please provide me the effective date and the date of the member?
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK. And can I also verify the, just wait.
[CUSTOMER][NEUTRAL] Mailing address as well as the
[CUSTOMER][NEUTRAL] Payer ID?
[AGENT][NEUTRAL] Yes, the payer ID is 60801. The mailing address is [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, just doing it.
[CUSTOMER][NEUTRAL] OK. Can you provide me the timely filing limit to submit the claim?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you provide me the card reference number?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Thank you, morning. I have 2 more claims with different member. Can you help me with this, these two claims?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It would be 01942862.
[CUSTOMER][NEUTRAL] Mike Lima #8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, may I have the date of service?
[CUSTOMER][NEUTRAL] Sure. Date of services.
[CUSTOMER][NEUTRAL] [PII], with total uh total charge $500 even.
[AGENT][NEUTRAL] One moment. This processed under claim number 3607235. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Uh, can you repeat it again, the claim number slowly?
[AGENT][NEUTRAL] 3607238
[CUSTOMER][NEUTRAL] 3607238, right?
[AGENT][POSITIVE] 2, yes, that is correct.
[CUSTOMER][NEUTRAL] Uh, when did you receive that, uh?
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] Claim
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please provide me the fax number?
[AGENT][NEUTRAL] The fax number is [PII] attention claims.
[CUSTOMER][NEUTRAL] OK. I shall we move on the next.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 02444753 M M Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, sure. Date of service is [PII], with total charge $500 even.
[AGENT][NEUTRAL] OK, looks like as of today, we have not received data service [PII].
[CUSTOMER][NEUTRAL] OK. Uh, just a minute.
[CUSTOMER][NEUTRAL] Can you please provide me the effective date and term date?
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Mailing address will be the same for the previous one, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, Money. Have a good day. Bye for now.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye.