AccountId: 011433970860
ContactId: 650b28e0-5379-4055-8c04-c4eaf787918b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221580 ms
Total Talk Time (AGENT): 83482 ms
Total Talk Time (CUSTOMER): 76962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/650b28e0-5379-4055-8c04-c4eaf787918b_20250131T17:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from the provider's office on a claim.
[AGENT][POSITIVE] Sure, let's, I can assist you with that. Can I have a call back number for you?
[CUSTOMER][NEUTRAL] Yes, it is area code [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're inquiring claim status for today?
[CUSTOMER][NEUTRAL] Yes, 024.
[CUSTOMER][NEUTRAL] 542.
[CUSTOMER][NEUTRAL] 42 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] What is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] And what is your bill amount?
[CUSTOMER][NEUTRAL] $33.
[AGENT][NEUTRAL] 3876.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. [PII], are you aware that this is the gap insurance because we're requesting a primary EOB to be sent in to us.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, uh, United Healthcare. OK, United EOP OK.
[AGENT][NEUTRAL] Would you like that claim number?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] 3503876
[CUSTOMER][NEUTRAL] 876. OK. Can this be faxed in or does it have to be mailed in?
[AGENT][NEUTRAL] It can be faxed in or it can be sent by um electronic payer ID.
[CUSTOMER][NEUTRAL] I think we had.
[CUSTOMER][NEUTRAL] Um, let me see, is that [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the fax number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] The fax number will be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942-3 that's [PII] attention claims department.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, no, I'll take a reference number.
[AGENT][NEUTRAL] We don't provide those. However, you can use my name and today's date as a reference is [PII], and today's date as well.
[CUSTOMER][NEUTRAL] OK, um, just in case, is there a, um.
[CUSTOMER][NEUTRAL] Claims address.
[AGENT][NEUTRAL] The client's address will be addressed to American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claims department [PII]. That's [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][POSITIVE] You too thank you bye bye.