AccountId: 011433970860
ContactId: 3da5ff16-747d-4fae-854d-c5b7a08da5c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212580 ms
Total Talk Time (AGENT): 77286 ms
Total Talk Time (CUSTOMER): 73570 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3da5ff16-747d-4fae-854d-c5b7a08da5c1_20250129T13:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. Before proceeding, I would like to share you this call is recorded for training and quality purposes. Is it OK for you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you spell your name for me, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Member ID would be [PII] [PII].
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. My name is [PII]
[CUSTOMER][NEUTRAL] And order number will be 8009865641 with extension 7033.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And Ruby, how may I assist you today?
[CUSTOMER][NEUTRAL] Claim status actually be sent on primary you will be on [PII] via fax.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Date of services, [PII], with total charge $350 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] OK. And it looks like we have not received the primary EOB for claim 352-8865.
[AGENT][NEUTRAL] Can you verify the mailing address?
[CUSTOMER][NEUTRAL] Actually, we send via fax.
[AGENT][NEUTRAL] OK. Can you verify the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] At least.
[AGENT][NEGATIVE] OK. And as of today, I'm not showing that we have received.
[CUSTOMER][NEUTRAL] OK. I will send. OK.
[CUSTOMER][NEUTRAL] Can you provide me the claim number?
[AGENT][NEUTRAL] The claim number is 352-886-5.
[CUSTOMER][NEUTRAL] Can you provide me the call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much for it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you.