AccountId: 011433970860
ContactId: 443666dc-3b43-4db9-b1df-b8a35910e808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266160 ms
Total Talk Time (AGENT): 101836 ms
Total Talk Time (CUSTOMER): 91099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/443666dc-3b43-4db9-b1df-b8a35910e808_20250226T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. My name is [PII] and I'm calling from provider office. Uh, I need a claim status for claim. So can you help me for this, please?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] My callback is [PII]. It's a direct line?
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy is
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 23,420.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII]. And the date of birth is, it's [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, the
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is 15,607.
[CUSTOMER][NEUTRAL] $1.72.
[AGENT][NEUTRAL] Was that 16,000 or 15,000?
[CUSTOMER][NEUTRAL] Uh, 15th, 15.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So for the claim, it looks like we received it in twice and we requested the primary EOB.
[CUSTOMER][NEUTRAL] OK. Uh, can you please provide me the claim number?
[AGENT][POSITIVE] Yes, I'm getting both of those for you.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] For the most recent one, we received it on [PII]. It was processed on [PII]. That claim number is 3563762.
[AGENT][NEUTRAL] And then for the previous one, we received that one on [PII].
[AGENT][NEUTRAL] We processed that one on [PII].
[AGENT][NEUTRAL] That claim number is 354-837-4 and both of those claims denied for the primary explanation of benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just hold a sec, please. Let me check it.
[CUSTOMER][NEUTRAL] Yeah. Uh, can you please verify your mailing address which is [PII] and the ZIP is [PII]. Is this the correct mailing address?
[AGENT][NEUTRAL] No, the correct mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][NEUTRAL] And we, you also can submit it via fax or our secured portal as well.
[CUSTOMER][NEUTRAL] Oh, and what is the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that is attention claims department. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][POSITIVE] I know Diga. I really appreciate for the information. Uh, [PII], can you please generate also your call reference number?
[AGENT][NEUTRAL] Yes, the card reference would be my first name, last initial of [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, sir, Mr. [PII]
[AGENT][POSITIVE] You're welcome. Thank you for calling Ame. Same to you. Bye bye.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.