AccountId: 011433970860
ContactId: 55efbe52-128a-4a09-a136-aa06ed5b5876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233710 ms
Total Talk Time (AGENT): 108569 ms
Total Talk Time (CUSTOMER): 87154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/55efbe52-128a-4a09-a136-aa06ed5b5876_20250113T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from Athens Neurological Associates to um check and see why a claim was denied.
[AGENT][NEUTRAL] I'll be happy to verify the claim status. Do you have a claim number?
[CUSTOMER][NEUTRAL] I do not. I'm sorry.
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01640969.
[AGENT][POSITIVE] Thank you and may I have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] $3250.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And I'm not showing as of today that we have received that service [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Um, we did receive a 0 payment on the [PII].
[AGENT][NEUTRAL] And let me go back over, but there's no claim number?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I can give you a check number.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, can I have the check number?
[CUSTOMER][NEUTRAL] Yes, it's S as in Sam, G as in Golf 15254695.
[AGENT][NEUTRAL] OK, that is not our check number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Would that be the primary maybe?
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Um, we did receive payment from primary, so I don't know if maybe it went to the wrong claims address. Let me double check that with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we have [PII].
[AGENT][NEUTRAL] OK, it's [PII], I'm sorry, it's [PII].
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So that's an old address.
[CUSTOMER][NEUTRAL] Got you, so it's [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK I do I missed something.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But you did say I could fax it?
[AGENT][NEUTRAL] Yes, ma'am. The fax number is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] All right, and if I could just have the reference number please?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it thank you so much you were very helpful have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.