AccountId: 011433970860
ContactId: 69431396-363a-4216-a7d7-903e8d6658a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290359 ms
Total Talk Time (AGENT): 100900 ms
Total Talk Time (CUSTOMER): 121059 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/69431396-363a-4216-a7d7-903e8d6658a7_20250624T20:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII] calling from provider office. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing fine, thanks for that.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] So we're calling regarding a claim.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. The policy number will be
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 866
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, number 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII] and the extension will be [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient system is.
[CUSTOMER][NEUTRAL] Shita and the last name is [PII] and the date of birth will be on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service will be on [PII], and the bill amount is $510.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[AGENT][NEGATIVE] It looks like data service 423-2025 has not been received as of today.
[CUSTOMER][NEUTRAL] And to.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Mhm. Yeah, but actually it was submitted on [PII].
[AGENT][NEUTRAL] Was it filed electronically, mailed? How was it submitted?
[CUSTOMER][NEUTRAL] I see that.
[CUSTOMER][NEUTRAL] Electronically.
[CUSTOMER][NEUTRAL] That's via an electronic monic.
[AGENT][NEUTRAL] OK, I'm not showing it in our system it's being received as of today.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like to mail it?
[CUSTOMER][NEUTRAL] Sure, please.
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, so actually, we have been uh sent uh uh to the mailing address of [PII].
[AGENT][NEUTRAL] That is incorrect. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 73124-8950.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] All of [PII]?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah. Yeah, [PII], I just had another claim for the same patient, which will be the last one on this file. Can you please help me with that too, please?
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Sure. It is on [PII], and the bill amount is the same, $510.
[AGENT][NEUTRAL] And that claim has not been received as of today.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It was not, it was not on file. That's what you're saying?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Got you. No problem. We'll submit with the mailing address which you have been provided. It is [PII]. And the ZIP code will be [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Is it?
[CUSTOMER][POSITIVE] Got you. And thanks for that information. You have a great day, [PII].
[AGENT][POSITIVE] [PII], thank you. Thank you for calling American Public Life, [PII], have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.