AccountId: 011433970860
ContactId: 5af3bdac-6acf-4cbe-92d4-bb9fce20f3aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466299 ms
Total Talk Time (AGENT): 165151 ms
Total Talk Time (CUSTOMER): 171923 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/5af3bdac-6acf-4cbe-92d4-bb9fce20f3aa_20250220T13:25_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] Hello. Hi. Uh, my name is [PII]. I'm calling from provider's office to check up on a claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, sir. My policy number is 20.
[CUSTOMER][NEUTRAL] I'm so sorry. 020880717.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 7.
[AGENT][NEGATIVE] That is too many numbers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For policy number, can you repeat the number?
[CUSTOMER][NEUTRAL] Sure, sir. It is 020.
[CUSTOMER][NEUTRAL] 880.
[CUSTOMER][NEUTRAL] 717.
[CUSTOMER][NEUTRAL] [PII], and the number 7.
[AGENT][NEUTRAL] OK, that's too many numbers to be our policy number. What is the patient's first and last name?
[CUSTOMER][NEUTRAL] A patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] So, may I spell out the first and last name?
[AGENT][NEUTRAL] I have that pulled up. May I have a good callback number?
[CUSTOMER][NEUTRAL] Sure, sir. My best callback number is [PII] and the extension is [PII]. And I'm so sorry. Can you please spell out your name, sir?
[AGENT][NEUTRAL] It's [PII] Last [PII] [PII]
[AGENT][NEUTRAL] Thank you for verifying that. You're welcome and thank you for verifying that information. May I have a date of service?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of service is on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] May I have a total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is 1800 and
[CUSTOMER][NEUTRAL] $91 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And I'm not saying that we have received data service [PII] as of today for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] So, actually, uh,
[CUSTOMER][NEUTRAL] Uh, actually, for this one, yes. Uh, may I get the dinner date, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I get the dinner date for this one?
[AGENT][NEUTRAL] I'm not showing we have the data service [PII].
[CUSTOMER][NEUTRAL] [PII]. So can you please check with our member's name? I can spell out the member's name once again.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who is the provider on this claim?
[CUSTOMER][NEUTRAL] Um, provider is Moribin and Brooks Radiology. It's a group facility.
[AGENT][NEUTRAL] OK, one moment, let me pull it up that way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it processed under claim number 3555.
[AGENT][NEUTRAL] 560
[AGENT][NEUTRAL] And we are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] No, just a moment, ma'am.
[CUSTOMER][NEUTRAL] Uh, can you please repeat the claim number once again? Uh,
[AGENT][NEUTRAL] It's 355-5560.
[CUSTOMER][POSITIVE] OK. Thank you so much. And may I get the dinner date for this one?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So, what kind of documents you have requested from the provider?
[AGENT][NEUTRAL] The primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK. What is the fax number or mailing address to send the documents?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims. The mailing address.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. How much is the time limit to send the documents, ma'am?
[AGENT][NEUTRAL] There's no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh, for this 1 may I have the call reference number?
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][NEUTRAL] OK. Uh, for this number, I do have another data service. Can you please check and let me know where?
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Date of service is on [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Total bill amount is $1,825 even.
[AGENT][NEUTRAL] Thank you. This process under the claim number 355559. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This one also processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And call reference numbers remain the same, right, as the previous one?
[AGENT][POSITIVE] That is correct. That is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. That's it for today. Thank you so much for your assistance. Have a nice day and uh I'm so sorry. So is uh
[CUSTOMER][NEUTRAL] Uh, electronically, right?
[CUSTOMER][NEUTRAL] We have to send
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We have to send the claim through electronically, right? Or our property. Mhm.
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] You can fax it and you can mail it.
[CUSTOMER][POSITIVE] Sure, ma'am. Thank you so much for that information.
[AGENT][POSITIVE] A, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah. Have a great day. Bye-bye.