AccountId: 011433970860
ContactId: 54799abb-da57-4117-806f-c7afc7d27acb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333690 ms
Total Talk Time (AGENT): 109928 ms
Total Talk Time (CUSTOMER): 137997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/54799abb-da57-4117-806f-c7afc7d27acb_20250210T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider office to check on the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number.
[CUSTOMER][NEUTRAL] Yeah, so it's.
[CUSTOMER][NEUTRAL] Yes, the policy number ID is
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] 819009867
[AGENT][NEUTRAL] That is not our policy number.
[CUSTOMER][NEUTRAL] Mm, oh, sorry, one moment.
[CUSTOMER][NEUTRAL] So I give it the wrong one yeah it's.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] It's 01792121.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Yeah, take your own time.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name is
[CUSTOMER][NEUTRAL] The last name was
[CUSTOMER][NEUTRAL] [PII], and the first name, sorry, the first name is [PII] and the last name is Black and ship.
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, sure. The data services.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $735 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII]. Check claim status as well. One moment.
[CUSTOMER][POSITIVE] OK. Yeah, take your time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This processed under claim number 346.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just go ahead.
[AGENT][NEUTRAL] 3461446, this benefit amount paid to the provider.
[AGENT][NEUTRAL] This one, it processed the benefit amount of $234 to the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5 29 2024.
[CUSTOMER][NEUTRAL] 529, 29, right? [PII]. OK.
[CUSTOMER][NEUTRAL] May I know the paid address?
[AGENT][NEUTRAL] Yes, it went to.
[AGENT][NEUTRAL] Affiliated anesthesiologist. It was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. May I know the mode of the payment of this claim?
[AGENT][NEUTRAL] It was a single check?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, may I know the check issue date?
[AGENT][NEUTRAL] 5 29 2024.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK, fine.
[CUSTOMER][NEUTRAL] May I know the check number?
[AGENT][NEUTRAL] 18544448.
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] Uh, uh, could you please double check with the check number? I will repeat once again, OK. 18 followed by 4 followed by 3 contribution 48, right?
[AGENT][NEUTRAL] You left out the 5. It's 18544448.
[CUSTOMER][NEUTRAL] 8. OK, got it. Fine.
[CUSTOMER][NEUTRAL] Yeah. Could you please send a copy of UB for this claim?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Yes, sure. The fax number is [PII]. You got it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will fax it right over. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah. Could you please spell out your name with the phonetic, with the documentation purpose?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK, thank you. May I know the call reference number for this client?
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you.
[AGENT][POSITIVE] You are so welcome.
[CUSTOMER][POSITIVE] Thank you for assisting me.
[AGENT][POSITIVE] Sir, you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[CUSTOMER][NEUTRAL] OK.