AccountId: 011433970860
ContactId: 5d28473c-181c-445d-b3b3-17fa8ed4a1ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293440 ms
Total Talk Time (AGENT): 75892 ms
Total Talk Time (CUSTOMER): 144949 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/5d28473c-181c-445d-b3b3-17fa8ed4a1ee_20250204T20:10_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] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and then the last name initial is [PII] calling from provider's office to check on our billing today.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, it is 01666167.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's a dark line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name was [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Mhm. Yes, data services [PII] bill amount is $4950 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] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who would be the provider on this claim?
[CUSTOMER][POSITIVE] Actually, yeah, it's a facility it is a buyer.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, I'm not seeing.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The name of the group again is what? I'm sorry.
[CUSTOMER][NEUTRAL] Group is um Bventus LLC.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm showing one, but it's for a different build amount for that data service.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, actually, um, let me, uh, we have submit to this with a bill amount $4950 only.
[AGENT][NEUTRAL] OK, let me pull up this claim image is showing a different bill amount one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, this processed under claim number 3549761 is processed on 19-2025 and it's pending for eligibility.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Pending for eligibility, it means uh uh just just.
[CUSTOMER][NEUTRAL] Mm let's see, it means um coordination of benefits, right?
[AGENT][NEUTRAL] It's pending from eligibility from the employer.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, just a handle.
[CUSTOMER][NEUTRAL] OK, actually, um, you send a, a, um, a letter or a mail to the patient on the same date of date, right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, uh, OK, and then, um, it's for the same data service and bill amount, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, um, is there any call reference number for a call?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, I mean, that's all for today. Thank you so much for assistance, sir. Have a wonderful day.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Bye bye. Take care.
[CUSTOMER][NEUTRAL] The