AccountId: 011433970860
ContactId: 54c42686-825c-4aef-81aa-6d509f7d2aa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299059 ms
Total Talk Time (AGENT): 86646 ms
Total Talk Time (CUSTOMER): 96032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/54c42686-825c-4aef-81aa-6d509f7d2aa7_20250327T12:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII].
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi my name
[AGENT][NEUTRAL] How can I, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I would like to check the status of a claim. Can you help me with that?
[AGENT][NEUTRAL] OK, we can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] The patient's primary insurance policy ID is Alpha 6,014,516,200.
[AGENT][NEUTRAL] OK, so that's not a policy number for American Public Life. Do you have a copy of the identification card?
[CUSTOMER][NEUTRAL] Actually I haven't been provided with that information.
[AGENT][NEUTRAL] Can you spell the patient's first and last name?
[CUSTOMER][NEUTRAL] The patient's first name is [PII], spelled [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, could you provide a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And can you verify the patient's, uh, date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[AGENT][NEUTRAL] And do you, would you like the policy number for your records?
[CUSTOMER][POSITIVE] Yes, please, that would be helpful.
[AGENT][NEUTRAL] That that policy number is 254.
[AGENT][NEUTRAL] 2095.
[AGENT][NEUTRAL] And you stated that that you're checking claim status.
[CUSTOMER][NEUTRAL] Yes, I'm checking the status of a claim for the date of service [PII].
[AGENT][NEUTRAL] The bill amount?
[CUSTOMER][NEUTRAL] The claim billed amount is $99.
[AGENT][NEUTRAL] OK, so currently I do not show that date of service on file for [PII].
[CUSTOMER][NEUTRAL] Just to confirm, the patient's primary plan ID is Alpha 6,014,516,200, and their name is [PII]. The date of service is [PII], and the billed amount is $99. Would you mind checking again with that information?
[AGENT][NEUTRAL] OK, so the correct policy number is 2542095 and date of service [PII] total charge of $99 is not on file at this time.
[CUSTOMER][NEUTRAL] Thank you for checking. Could you please provide the timely filing limit for claims?
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Where should we send supporting documentation?
[AGENT][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To confirm, I have [PII] [PII]. Is that correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you tell me the payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Thank you. Can I have the reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name is [PII] and any other questions I can assist with today?
[CUSTOMER][POSITIVE] Thank you, [PII]. That's everything I need for now. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL Eva. Have a good day as well.
[CUSTOMER][POSITIVE] It seems like I'm all set. Thanks and have a good one.