AccountId: 011433970860
ContactId: 4572659f-ab09-4371-a655-87c9f7aab7d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352250 ms
Total Talk Time (AGENT): 115219 ms
Total Talk Time (CUSTOMER): 113955 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/4572659f-ab09-4371-a655-87c9f7aab7d0_20250513T12:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello, is there anyone there?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] status. Yes, I'm here. Can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can now.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] I can now. I could not at first. No, ma'am.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. Yeah, this is [PII] calling from provider office to check on the claim status.
[AGENT][NEUTRAL] OK, you're needing to check claim status, is that correct?
[CUSTOMER][POSITIVE] Um, yes, perfect.
[AGENT][NEUTRAL] If I can help you with that, and could you spell your name for me, please?
[CUSTOMER][NEUTRAL] Yeah, sure. That's going to be [PII].
[AGENT][POSITIVE] Thank you and [PII], what is your call back?
[CUSTOMER][NEUTRAL] The initial for my last name is going to be [PII].
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] with extension of [PII].
[AGENT][NEUTRAL] And you said the area code is [PII]?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[CUSTOMER][NEUTRAL] The extension of [PII].
[AGENT][NEUTRAL] And how
[AGENT][NEUTRAL] Thank you. And how many clients do you have to check status on today?
[CUSTOMER][NEUTRAL] 41.
[AGENT][NEUTRAL] OK, and what is that member's policy number?
[CUSTOMER][NEUTRAL] Sure. One moment.
[CUSTOMER][NEUTRAL] Uh, it's a 00 sorry, it's 10,180,563,700.
[AGENT][NEUTRAL] OK, now [PII], that is not a policy number for our company. What company were you trying to reach?
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] OK, that's not our policy number. I need for you to.
[CUSTOMER][NEUTRAL] Uh, one moment here, I can see. OK. OK, one moment. Here I can see that it's 02334237.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And any information [PII] that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] So the patient name is going to be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is going to be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service and total bill amount please.
[CUSTOMER][NEUTRAL] The date of service is going to be [PII].
[CUSTOMER][NEUTRAL] And the total bill amount for this one is going to be $7,568.75.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the date of service is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK, we do not have a claim on file for her for that data service.
[AGENT][NEUTRAL] So when you submit the claim for this member, [PII], we will also have to have a copy of her primary insurance company's explanation of benefits as well as the claim for review.
[AGENT][NEUTRAL] And then once we have processed the claim here at APL we do have a portal in which you should be able to check the claim status in and the website for our portal is [PII]. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you and
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Could you please help me the call reference number for this one?
[AGENT][NEUTRAL] It would be my name and today's date. Again, my name is [PII], and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your valuable assistance. Have a great day ahead. Thank you.
[AGENT][POSITIVE] Well, you're very welcome. Yes, ma'am. You're welcome. I hope you have a nice day too, [PII], and thank you again for calling APL.