AccountId: 011433970860
ContactId: 6b126a75-f789-46d6-8447-1e7766415d38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464359 ms
Total Talk Time (AGENT): 83898 ms
Total Talk Time (CUSTOMER): 191961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6b126a75-f789-46d6-8447-1e7766415d38_20250128T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII], and I, I need some claims information.
[AGENT][POSITIVE] Absolutely I can help you with that. But first we're having phone issues. Can I get a call back number in case I lose you?
[CUSTOMER][NEUTRAL] Uh-huh, sure. [PII].
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] OK perfect and the uh policy number?
[CUSTOMER][NEUTRAL] OK, sure. And you said your name is [PII], [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, I apologize. I'm uh [PII]. OK, and then [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. So the member ID just a moment.
[CUSTOMER][NEUTRAL] OK. So I have 021-79837.
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] OK. OK. Name, I have uh uh [PII] as sober, and uh date of birth is uh [PII].
[AGENT][POSITIVE] Perfect and data service?
[CUSTOMER][NEUTRAL] OK, date of service.
[CUSTOMER][NEUTRAL] [PII] amount 5124 even.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] July
[CUSTOMER][NEUTRAL] Uh, let me check. [PII], so date of, no, OK, date of service, OK. One moment. Date of birth or date of service, I apologize.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Uh yes, date of service [PII] and the amount is 5124 even.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I do not have that claim on file.
[CUSTOMER][NEUTRAL] OK, no issue. So,
[CUSTOMER][NEUTRAL] And the billing address.
[AGENT][NEUTRAL] Our ma
[CUSTOMER][NEUTRAL] Can I get the mailing address?
[AGENT][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the member is active on data service.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Can I get the effective date?
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Termed on [PII].
[CUSTOMER][NEUTRAL] OK, so it means uh member active only service we can uh send with this claim again, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK, thank you. So on the TFL there's no TFL I guess we can submit this claim, right?
[AGENT][NEUTRAL] That is correct, we don't have timely.
[CUSTOMER][POSITIVE] OK, no issue. Thank you so much for this one. So let me open the next one quickly. One moment.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK. 021-31551.
[AGENT][NEUTRAL] OK, patient's name?
[CUSTOMER][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] OK, date of birth uh moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and data service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII] amount is 537 even.
[AGENT][NEUTRAL] OK, [PII]. I do not have any claims for that data service.
[CUSTOMER][NEUTRAL] OK, no issue. member is active. Can I get the effective date?
[AGENT][NEUTRAL] Yes, effective was [PII] currently still active.
[CUSTOMER][NEUTRAL] [PII], got it.
[CUSTOMER][NEUTRAL] And uh a number would be your name and the date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, my date is.
[CUSTOMER][POSITIVE] Thank you. One moment, let me go on the next one.
[AGENT][NEUTRAL] OK, this will be the last one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, policy number?
[CUSTOMER][NEUTRAL] OK. Uh 02292711.
[AGENT][NEUTRAL] OK. Patient's name?
[CUSTOMER][NEUTRAL] Hm. [PII] and the last name [PII]
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][NEUTRAL] OK, and data service?
[CUSTOMER][NEUTRAL] OK, date of service, sir.
[CUSTOMER][NEUTRAL] [PII] now $19,153 even.
[AGENT][NEUTRAL] OK, I do not have that claim on file either.
[CUSTOMER][NEUTRAL] OK. Effective date?
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] And turned on [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, actually I have a few more claims. So,
[AGENT][NEUTRAL] OK, I'll have to put you back in the queue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm not doing that
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press 1. For verification of benefits, questions about your claim or medical bill, or if you need assistance filing a claim, press 2. For questions about group premium billing, press 3.
[CUSTOMER][NEUTRAL] The information provided during this call is only a description of of.