AccountId: 011433970860
ContactId: 43b4f4b1-7482-48a8-99ea-9736755c2f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 841080 ms
Total Talk Time (AGENT): 143258 ms
Total Talk Time (CUSTOMER): 109011 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/43b4f4b1-7482-48a8-99ea-9736755c2f1b_20250530T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] Good morning. This is [PII] calling from Crystal's Hospital.
[AGENT][NEUTRAL] Morning, [PII].
[CUSTOMER][NEUTRAL] Yes, um, calling from
[CUSTOMER][NEUTRAL] Crystal Saint Francis Careni Hospital.
[CUSTOMER][NEUTRAL] To check on our client status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, I do have that is.
[CUSTOMER][NEUTRAL] 1451419.
[AGENT][NEUTRAL] Just a moment while I look that up for you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the date of service or the claim number?
[CUSTOMER][NEUTRAL] Date of service uh [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] Total charge amount $11,151 even.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like we received that claim on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] Actually, uh.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] One moment, uh claim was submitted on [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] It was submitted in March.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat?
[AGENT][NEUTRAL] I'm not seeing anything for that bill amount that was submitted in March.
[AGENT][NEUTRAL] For that date of service.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know how they sent it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was it through mail?
[CUSTOMER][NEUTRAL] was submitted, uh.
[CUSTOMER][NEUTRAL] OK, um, actually here, um.
[CUSTOMER][NEUTRAL] We have submitted the claim date on [PII].
[CUSTOMER][NEUTRAL] And this was submitted to the mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is this the correct mailing address?
[AGENT][NEUTRAL] Um, no, sir. Would you like our mailing address or fax address?
[CUSTOMER][NEUTRAL] Mm, you're American Public Life, right?
[AGENT][NEUTRAL] Yes, sir. We have changed our address.
[AGENT][NEUTRAL] Would you like our new address?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Would you like our fax number instead?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address please.
[AGENT][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you repeat it once again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What is the time defining limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] What is the timely filing limit?
[AGENT][NEGATIVE] We don't have a timely filing limit.
[CUSTOMER][NEUTRAL] Is the patient policy active for the data service?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] OK, let me get that for you.
[AGENT][NEUTRAL] Looks like the effective date is [PII].
[AGENT][NEUTRAL] And it is active.
[CUSTOMER][NEUTRAL] Still active.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, kindly spell out your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial is [PII]
[AGENT][NEUTRAL] As in hospital.
[CUSTOMER][NEUTRAL] Call reference number.
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial and today's date. So [PII]
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye.