AccountId: 011433970860
ContactId: 40e95988-d430-41a3-bb95-6dd316b91271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177520 ms
Total Talk Time (AGENT): 66066 ms
Total Talk Time (CUSTOMER): 112554 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/40e95988-d430-41a3-bb95-6dd316b91271_20250128T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking on clients. ID is 510955.
[AGENT][NEUTRAL] Absolutely [PII], I can help you with that. uh, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure, sure. It's [PII]. It's a direct line.
[AGENT][POSITIVE] Perfect, I appreciate that and what is the policy number?
[CUSTOMER][NEUTRAL] 02544110.
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect and the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] and the total charge $488 even.
[AGENT][NEUTRAL] 488. OK, I do not have that claim on file.
[CUSTOMER][NEUTRAL] OK, can you verify me the patient's eligibility.
[AGENT][POSITIVE] Absolutely I have an effective date of [PII] currently still active.
[CUSTOMER][NEUTRAL] Can I get a beer ID?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] You need the mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, yeah, thank you so much. So what is the time frame to file the claim?
[AGENT][NEGATIVE] We do not have timely.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We are their supplemental so when you submit the claim, OK, we are their supplemental so when you submit the claim we'll also need the EOB from the primary insurance.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Now we're 24 and the bill amount is $273. OK.
[CUSTOMER][NEUTRAL] So who's primary as per your records?
[AGENT][NEUTRAL] Uh, let me see if it tells me. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Uh, Blue Cross Blue Shield is their primary.
[CUSTOMER][NEUTRAL] OK, got it. Can you spell your name for me for my documentation?
[AGENT][NEUTRAL] Absolutely, it's [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Is there a call reference number?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] Thank you so much for your assistance. That's all for today. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too [PII] thank you for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes.