AccountId: 011433970860
ContactId: 3cd20fef-3782-4f70-aecb-cf813cfe281f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245710 ms
Total Talk Time (AGENT): 91741 ms
Total Talk Time (CUSTOMER): 100073 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3cd20fef-3782-4f70-aecb-cf813cfe281f_20250122T21:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in Broker Resources. I have a transfer call. I've got a [PII] with a provider's office wanted to check status on a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, her callback number is [PII].
[CUSTOMER][NEUTRAL] She's calling on policy number 2450134.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, did she give you a data service?
[CUSTOMER][NEUTRAL] I did not get the data service so sorry I should have asked for that. Are you ready? OK, hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries, I'm ready. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hi [PII], hi, I've got, I've got [PII] on the line and she's gonna help you with that claim status, OK?
[CUSTOMER][POSITIVE] OK, thanks for calling APO you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi [PII], how are you today?
[CUSTOMER][POSITIVE] Hi, this is, hi. I'm doing great, thanks for asking. How are you?
[AGENT][POSITIVE] I am wonderful, thanks for asking. I'll be happy to assist you with the claim status. May I have a date of service?
[CUSTOMER][NEUTRAL] Yes. Could you please repeat your name for me?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] Thank you. So, the date of service is January.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] The total bill amount is $8,857 even.
[AGENT][NEUTRAL] Thank you. This processed under claim number 3542254. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. May I know the claim received and denial date?
[AGENT][NEUTRAL] Yes, this claim was received on.
[AGENT][NEUTRAL] [PII]. This claim processed and denied on [PII].
[AGENT][NEUTRAL] And for future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. Did you need claim status with, sorry, primary you'll be with character claim?
[AGENT][NEUTRAL] We would just need the major medical explanation and benefits. We do have the claim already.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. May I know the fax number?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have to submit the primary UB to this fax number, am I right? Do you have any timely firing limit for this to submit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it. May I know the call reference number?
[AGENT][NEUTRAL] The call reference will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for your time and assistance. You have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.