AccountId: 011433970860
ContactId: 67d53129-2664-4f0b-a50f-c41e737a3d93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286149 ms
Total Talk Time (AGENT): 112658 ms
Total Talk Time (CUSTOMER): 82533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/67d53129-2664-4f0b-a50f-c41e737a3d93_20250609T19:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you with that. [PII] could I get a call back number?
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, sorry, let me go back.
[CUSTOMER][NEUTRAL] 1484324
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. You said status today. What is the day of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The amount is 904.
[CUSTOMER][NEUTRAL] $904.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show the claim was received. It looks like we requested the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] And when was it received?
[AGENT][NEUTRAL] I show we received it on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and what's the claim number?
[AGENT][NEUTRAL] Claim number is 360-1961.
[CUSTOMER][NEUTRAL] And where should I send it [PII]? Could it, could it be faxed?
[AGENT][NEUTRAL] Yes, ma'am. You can fax it. The fax number is [PII].
[AGENT][NEUTRAL] [PII] attention plane.
[CUSTOMER][NEUTRAL] And if I were to mail it, where would it go?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me give you their updated policy number.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] Oh, I'm ready, I'm ready.
[AGENT][NEUTRAL] OK 212.
[AGENT][NEUTRAL] 3550.
[CUSTOMER][NEUTRAL] And that policy number when did it, um, from what date of service should I be billing?
[AGENT][NEUTRAL] I showed this one up.
[AGENT][NEUTRAL] This one has been effective uh since [PII].
[CUSTOMER][NEUTRAL] So the policy number, this wasn't the policy number we actually.
[AGENT][NEUTRAL] Started with, no, ma'am, the one you provided was uh effective from [PII].
[CUSTOMER][NEUTRAL] Build on this claim.
[CUSTOMER][NEUTRAL] Oh, OK, got it, um.
[CUSTOMER][NEUTRAL] I got other dates [PII], for the same patient.
[AGENT][NEUTRAL] OK, what is the next date of service?
[CUSTOMER][NEUTRAL] [PII] build them out [PII].
[AGENT][NEUTRAL] OK. I do not show we received 55 of 25.
[CUSTOMER][NEUTRAL] OK, how about 5:13 of 25?
[AGENT][NEUTRAL] I do not show a 5:13 of 25.
[CUSTOMER][NEUTRAL] OK, how about 5:20 of 25?
[AGENT][NEUTRAL] 52025 not on file.
[CUSTOMER][NEUTRAL] OK, so I'm guess, OK, that'd be it. Do you give reference numbers [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To reference our call you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be it thank you for your help.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.