AccountId: 011433970860
ContactId: 5faf21dd-ed64-4faf-9021-5df5064b4e17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181399 ms
Total Talk Time (AGENT): 64267 ms
Total Talk Time (CUSTOMER): 55047 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5faf21dd-ed64-4faf-9021-5df5064b4e17_20250317T17:35_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, this is [PII] calling from provider's office that to check on a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, just, let me help you with the policy number.
[CUSTOMER][NEUTRAL] It is 01761792.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes. The patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Uh yes, data service is $627 2023 with the total charge amount of $355 even.
[AGENT][NEUTRAL] For future reference, you may visit our website at [PII]. Check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who is the provider on this claim?
[CUSTOMER][POSITIVE] Oh yes, just give me a second so that I can help you with the details.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] The provider is [PII].
[AGENT][NEUTRAL] Is that the group?
[CUSTOMER][NEUTRAL] The group name is Ana Clinic.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, I'm not seeing that we have received data service 627-2023 for 355355.
[CUSTOMER][NEUTRAL] Yeah, can you please tell me, uh, is the patient active for data service manager effective and the term date for the patient?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Policies effective [PII], policy terms, 8-1-2024.
[CUSTOMER][NEUTRAL] What is the effective date?
[CUSTOMER][NEUTRAL] [PII]. What is the timelyunding limit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] Yeah, can you please spell out your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Sorry. Can you please come again? Yeah, can you please come again?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. Have a nice day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.