AccountId: 011433970860
ContactId: 55c29b7a-3e1f-45e6-8de4-489150bce1bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355489 ms
Total Talk Time (AGENT): 106920 ms
Total Talk Time (CUSTOMER): 135578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/55c29b7a-3e1f-45e6-8de4-489150bce1bb_20250429T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Master and Saint Mary's Centralia on a recorded line. I was trying to check the status of a claim, please.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] I have 02461240.
[AGENT][NEUTRAL] Alright thank you [PII] and do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][POSITIVE] Thank you so much. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] At [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Um, that's [PII].
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for [PII] or [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] Uh, electronically first.
[CUSTOMER][NEUTRAL] And then it was submitted via mail.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] What the
[AGENT][NEUTRAL] Payer ID and addresses for this policy here. We can confirm that cause this patient doesn't have any, don't have any claims on file.
[AGENT][NEUTRAL] Uh, claims mailing address, were they being sent to IMA at [PII]?
[CUSTOMER][NEUTRAL] Let's see, uh, what was the address again, [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] What's the zip code?
[AGENT][NEUTRAL] Uh, zip code
[CUSTOMER][NEUTRAL] How about [PII].
[AGENT][NEUTRAL] Yes, uh-huh, [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, but this one went out to uh.
[CUSTOMER][NEUTRAL] It says [PII].
[AGENT][NEUTRAL] Oh, it had an extra one in it. It's just, yeah.
[CUSTOMER][NEUTRAL] That 21. What has the name?
[CUSTOMER][POSITIVE] Oh, good [PII].
[CUSTOMER][NEUTRAL] Well, that would explain it.
[AGENT][NEUTRAL] That would cause I'm like, I know I'm checking.
[CUSTOMER][NEUTRAL] So do, do they,
[CUSTOMER][NEUTRAL] Yeah, would they still go to American Public Life at that address, the one you just provided to me?
[AGENT][NEUTRAL] No, actually it goes.
[CUSTOMER][NEUTRAL] Would you still get it?
[AGENT][NEUTRAL] It goes attention IMA Inc. that's who it should be addressed to.
[CUSTOMER][NEUTRAL] [PII] oh my gosh. OK. So,
[CUSTOMER][NEGATIVE] Print this claim and just mail it to this address, but it'll still have the incorrect address on the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Well, can I ask you what the timely filing is for submitting a claim?
[AGENT][POSITIVE] We actually don't have a timely filing limit so it can still be done, not a problem.
[CUSTOMER][NEUTRAL] OK, perfect, but it should go to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One. You wouldn't happen to have a fax number, would you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There is no fax that I see, but there is a payer ID which is 64556.
[CUSTOMER][NEUTRAL] 4556.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I will see if I can get that.
[CUSTOMER][NEUTRAL] Alright, and can I get a call reference number for this call, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] and then last initials [PII] with today's date.
[CUSTOMER][POSITIVE] All right, [PII], well, thank you very much for all of your help. I really appreciate it. Now I understand why you didn't get the claim so.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEGATIVE] I will go ahead and get that claim resent out.
[AGENT][POSITIVE] All right, sounds good. You have a good day.
[CUSTOMER][POSITIVE] Oh right, well you have a great day. Thank you.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] Bye.