AccountId: 011433970860
ContactId: 692cc7f6-af7c-4180-ae64-a08cb4b73b44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426720 ms
Total Talk Time (AGENT): 108461 ms
Total Talk Time (CUSTOMER): 201243 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/692cc7f6-af7c-4180-ae64-a08cb4b73b44_20250203T21:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling to check on a claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I get a callback number, [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01723076 and then M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The member, [PII] Last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying the account and you says status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount will be uh-huh it's $25,498.
[AGENT][NEUTRAL] Total bill.
[CUSTOMER][NEUTRAL] With 8 cents.
[AGENT][NEUTRAL] Is this a facility charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it's in
[AGENT][NEUTRAL] A hospital bill?
[CUSTOMER][POSITIVE] Fastly, yes.
[AGENT][NEUTRAL] OK, I do not show we have received the hospital bill for this data service.
[CUSTOMER][NEUTRAL] Uh, could you please, uh, check whether the policy was active so that I can refile it?
[AGENT][NEUTRAL] Yes, the policy was active at the time. The policy has been effective since [PII].
[CUSTOMER][NEUTRAL] And do you have a term date?
[AGENT][NEUTRAL] There is no term date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And is the policy still active, right?
[AGENT][NEUTRAL] Yes, ma'am, the policy is still active.
[CUSTOMER][POSITIVE] All right. Thank you so much. And one moment. I could see we have uh submitted it uh through paper and for my documentation, could you please uh help me with your mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much for that. And could you also please help me with your payer ID and the fax number?
[AGENT][NEUTRAL] Fax number is 87793 I'm sorry [PII].
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you so much. And for the number, could you please help me with the group name and group number?
[AGENT][NEUTRAL] Gosh.
[AGENT][NEUTRAL] The group number is 20657.
[AGENT][NEUTRAL] The group name is Miller Electrical Services.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the information again?
[AGENT][NEUTRAL] Which part? Did you get any of it?
[CUSTOMER][NEUTRAL] Uh, group number.
[AGENT][NEUTRAL] Group number is 20657.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Group name
[CUSTOMER][NEUTRAL] And the group number? Tell me the group.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Miller Electrical Services.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for repeating that. And do you have a plan type?
[AGENT][NEUTRAL] This is a supplemental gap policy.
[CUSTOMER][POSITIVE] All right. Thank you. Thank you so much. And do you uh prefer any method or we can submit it electronically or paper or even to the fax number?
[AGENT][NEUTRAL] Either one is fine.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Could you please help me with the reference number for our call?
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Thank you. And may I know how many claims can you assist over a call?
[AGENT][NEUTRAL] 3 a call.
[CUSTOMER][NEUTRAL] All right, one quick moment, I'll move to the next account.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 01 moment, please.
[CUSTOMER][POSITIVE] Thank you for holding. The next policy ID.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just see a 5 digit number. One moment, I'll make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy ID will be 02446504.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Last name is [PII] Date of birth of this patient is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] And the charge amount is $4,213 even.
[AGENT][NEUTRAL] OK, I do show the claim was received and I show that we requested the explanation of benefits.
[CUSTOMER][NEUTRAL] All right. Thank you so much. And I do see a claim number. Is that the claim number is 3535217?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. And uh can, can we uh fax the copy of UV to the same fax number which you provided me earlier?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. And uh may I know uh if we need to fax the claim form and the primary UV or just the UV is enough?
[AGENT][NEUTRAL] The claim form and the EOB.