AccountId: 011433970860
ContactId: 6406f7bb-0539-4353-9323-a69246c4babf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214539 ms
Total Talk Time (AGENT): 81111 ms
Total Talk Time (CUSTOMER): 66335 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6406f7bb-0539-4353-9323-a69246c4babf_20250204T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, morning. This is [PII] calling from provider's office looking on a claim status.
[AGENT][NEUTRAL] I can verify claim status. Can you spell your first name and the policy number, please?
[CUSTOMER][NEUTRAL] My first name is [PII]. It's [PII]. And it's my last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, member's policy number is 01708214 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] get. [PII]'s birthday is on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII] for the total charge amount of 2 $328 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII], check claim status as well.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I'm not showing data service 1023 2024 for Charles being received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] You're saying the resubmit the claim.
[AGENT][NEUTRAL] Yes, would you like to submit the claim over via fax? We have not received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can fax it to [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] You haven't received the claim from your end.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] Yeah, I haven't received the claim.
[AGENT][NEUTRAL] We have not.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, 01 2nd.
[CUSTOMER][NEUTRAL] What's the time to uh uh sorry, TFL to resubmit the claim, please?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK, great. Can I have the call reference number for this one, please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Can you spell your name please, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, Ma. Thanks for assisting me. Have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. Bye-bye.