AccountId: 011433970860
ContactId: 69c1da8b-462e-415a-be2a-320c78438f8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500170 ms
Total Talk Time (AGENT): 150445 ms
Total Talk Time (CUSTOMER): 101137 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/69c1da8b-462e-415a-be2a-320c78438f8f_20250401T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider's office checking on claims.
[AGENT][NEUTRAL] All right, I'll be glad to help you, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, [PII], thank you. Alrighty, [PII], thank you for that. Now go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, it's 134951.
[CUSTOMER][NEUTRAL] 7 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Alright, thank you [PII] for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty [PII], thank you so much for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Well, looks like he is the insured on this medical supplemental plan. Now you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your total bill? Mhm.
[CUSTOMER][NEUTRAL] And the total
[CUSTOMER][NEUTRAL] Mhm. The total charge amount, it's
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[CUSTOMER][NEUTRAL] It's $418.47.
[AGENT][POSITIVE] Alrighty, thank you for that, [PII], and hold on just a moment. Let's see, get it pulled up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, data service 24.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Where's your bill from? What's the doctor provider's name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I checking one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a minute to do some checking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] You said that total is 41847?
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Mm, I don't have anything for that amount at all.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I sure do not, [PII], so you can go ahead and get that claim resubmitted because apparently we don't have it and we do not have a timely filing limit. You want me to give you your address or tell me where you mailed it to?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, can you help me with the address?
[AGENT][POSITIVE] Yes, I sure can. It's to American Public Life.
[AGENT][NEUTRAL] Claims department.
[AGENT][NEUTRAL] Or you can initial that APL claims department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We are in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our zip is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Is this policy active?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, it is active.
[CUSTOMER][NEUTRAL] Can you help me with the effect today?
[AGENT][NEUTRAL] Let's see, effective date [PII] current.
[CUSTOMER][NEUTRAL] OK, got it. And you said there's no timely filing limit.
[AGENT][NEUTRAL] That is correct, no timely filing limit.
[CUSTOMER][NEUTRAL] OK, got it. I do have one more member to check on. Can you assist me with that?
[AGENT][NEUTRAL] I can, but hold on just a moment for I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] And also there will be. You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm, yeah, couple of minutes.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] No, my back hurts.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, [PII], thank you so much for holding. OK, uh, you were saying you had uh one more other policy number, is that correct?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] But