AccountId: 011433970860
ContactId: 3d16fe82-60a4-482f-8d29-4e37f3a1349e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233220 ms
Total Talk Time (AGENT): 92461 ms
Total Talk Time (CUSTOMER): 99346 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3d16fe82-60a4-482f-8d29-4e37f3a1349e_20250410T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. My name is [PII] and last termination for [PII]. I'm calling from provider's office regarding the claim status.
[AGENT][NEUTRAL] OK, I can help you, uh, [PII] with the claim status. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Um, just give me a moment, it's loading.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's 02493395 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're most welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII] and the date of [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, and can you provide the date of service and the total charge?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] and the total charge $237 even.
[AGENT][POSITIVE] Thank you, give me one moment to pull up the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEGATIVE] So I'm showing the claim was received [PII], processed on [PII], no payment was made, um, office visits are not covered by this policy.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK. Expiry is on [PII] and [PII], right? Process.
[AGENT][NEUTRAL] Mhm. And did, yes, did you need the claim number?
[CUSTOMER][NEUTRAL] Yeah, can you please provide the claim number?
[AGENT][NEUTRAL] That is 357-065-3.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] Can you please send any through fax?
[AGENT][NEUTRAL] It was actually mailed to the address on the claim, uh, and is now available online to download um I can give you the web address and then help you create that account to download the EOB if you would like.
[CUSTOMER][NEGATIVE] Like I'm trying to check the Ubi through portal, but it is showing there is no claim to display. So UB is not available in portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, so what, what web address do you use, and it is available. I'm looking at it.
[AGENT][NEUTRAL] So what portal did you go to to review it?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Like you're asking the hotel, right? APL, American Public Life.
[AGENT][NEUTRAL] It's secured. [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], secure. [PII]. So the claim number is 357-065-3, right?
[AGENT][NEUTRAL] Mhm. And when you
[AGENT][NEUTRAL] Uh huh you could search it by that claim number.
[AGENT][NEUTRAL] Are you in are you in the portal?
[CUSTOMER][NEUTRAL] Yeah, I'm using this claim number but it is showing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and so you can do a quick search, um, the requirement would be the patient's first name, the patient's date of birth, and then that claim number.
[CUSTOMER][POSITIVE] Yeah, yeah, I got it. Yeah, I got it. I got it. Thank you. So I'm using the patient's full name, so that's why it is not visible. So, thank you. I got it there will be.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You did get the ELB?
[CUSTOMER][NEUTRAL] Uh, no, thanks. I got the uh.
[AGENT][POSITIVE] OK. All right, [PII], if no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, may I know the call reference number?
[AGENT][NEUTRAL] My name in today's date, [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you, [PII]. Thank you for giving this information. Have a nice day.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye. Yeah.