AccountId: 011433970860
ContactId: 5e56fce7-18d9-4b75-b721-2a57b86170d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369190 ms
Total Talk Time (AGENT): 102657 ms
Total Talk Time (CUSTOMER): 123776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/5e56fce7-18d9-4b75-b721-2a57b86170d8_20250407T16:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. Last digit [PII]. I'm calling up from, uh, Cleveland Clinic, Florida. I was trying to check on the status of a claim.
[AGENT][NEUTRAL] OK, I can assist with claim status. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number?
[CUSTOMER][NEUTRAL] 2 237-0301.
[AGENT][NEUTRAL] That is not our policy number. Can you find another number, [PII]?
[CUSTOMER][NEUTRAL] That's the number they're showing as their member ID for American Public Life. You guys are American Public Life, right?
[AGENT][NEUTRAL] We are Ameri Public Life and again that's not one of our policy numbers I can look up the member by name one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the member's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much one moment please.
[AGENT][NEUTRAL] Yeah, well they want to locate a policy number for Ms. [PII], and I have a policy number of 02370301.
[CUSTOMER][NEUTRAL] It's 023-70301.
[AGENT][NEUTRAL] Yes, and what is that date of service and total charge amount?
[CUSTOMER][NEUTRAL] Mm, probably I'm gonna find it because we billed it with the wrong number, but um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Data service is going to be.
[CUSTOMER][NEUTRAL] [PII] for 220 $221.
[AGENT][NEUTRAL] $221. OK, one moment.
[AGENT][NEUTRAL] OK, I did not show that claim on file. There's no timely filing to submit a claim and also, um, you can submit claims via fax, of course, um, mail.
[AGENT][NEUTRAL] Or payer ID and you can also check claim status on our secure website and also file claims that way as well but I can also go over the mailing address, payer ID and fax number for you.
[CUSTOMER][NEUTRAL] No that's what I, I did check online but I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like I had the wrong ID, so, um, 246, so your IDs are eight digits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and this one was 7, so 2468.
[CUSTOMER][NEUTRAL] OK, out of curiosity, can you try and check another patient for me?
[AGENT][NEUTRAL] I can, one moment.
[CUSTOMER][NEUTRAL] I wanna make sure we're billing this so I'm looking in right and like OK.
[AGENT][NEUTRAL] OK do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah this one is 02265119.
[AGENT][NEUTRAL] OK, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and that is the correct policy number and what is that date of service and bill amount?
[CUSTOMER][NEUTRAL] OK, data services 662024.
[CUSTOMER][NEUTRAL] And it was uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 66 2020 $443.
[AGENT][NEUTRAL] OK, that was [PII] $443. [PII].
[AGENT][NEUTRAL] I did not show this claim on file for the member.
[CUSTOMER][NEUTRAL] OK, let me ask you this you guys take electronic these are all on paper.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Do you take electronics?
[CUSTOMER][NEUTRAL] And what do you know what your payer ID is?
[AGENT][NEUTRAL] Of course, it is 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm, OK, this is gonna, I have a ton of your guys' claims. OK, that's fine. I just have to check the website as long as I know that I'm in the correct website, which I am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I'm not showing it I'll get them to send it electronically. OK, [PII], can you give me a call reference number please?
[AGENT][NEUTRAL] Uh, we do not use call reference numbers only. You can use my name and today's date and my last initial is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect well thank you so much for your time I do appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Thank you. Take care.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye.