AccountId: 011433970860
ContactId: 61f353c6-eac4-4b91-b5ff-c61f196d54b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164190 ms
Total Talk Time (AGENT): 59248 ms
Total Talk Time (CUSTOMER): 61561 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/61f353c6-eac4-4b91-b5ff-c61f196d54b3_20250113T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling with the provider's office. um, looking for a claim status please.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, I believe it is 02296628. M for Mary, L for Larry 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This specific patient was [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] total billed $847 even.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] And for that claim it does show that we received it on 9-9-24. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 3505334. It processed and it denied requesting the primary EOB.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you show on your side who the primary insurance is or no?
[AGENT][NEUTRAL] You will have to get that from the policy holder.
[CUSTOMER][NEUTRAL] OK, and you said that was [PII] that it processed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII]. um, would I be able to have a call reference number please?
[AGENT][NEUTRAL] Yes, it would be my first name, last initial of H, and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Library. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you.