AccountId: 011433970860
ContactId: 6d2c5a99-e256-4d61-9ffa-fc52e2da182c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219970 ms
Total Talk Time (AGENT): 71661 ms
Total Talk Time (CUSTOMER): 104849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6d2c5a99-e256-4d61-9ffa-fc52e2da182c_20250129T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Right, um, good morning. This is [PII] calling from Sleep Disorder Center of Louisiana and um I need your help. I, I need your help regarding our claim status, please.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, callback number it is [PII], no extension and the ID number it's 00916547.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. Uh, this is for [PII]. Date of birth, it's [PII].
[AGENT][NEUTRAL] And may I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] Uh, data service we have, it's [PII], and the bill amount, it's $303.15. I submitted the claim by paper or maybe you could check if you already received.
[AGENT][NEUTRAL] OK, could you verify the mailing address that you submitted that claim to?
[CUSTOMER][NEUTRAL] Uh, oh, sorry, it was through fax. I do apologize. Um, the fax number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now for this policy it has to go to IMA first to review before we receive it, so you would actually have to mail that claim in to them first and then it would transfer over to us.
[CUSTOMER][NEUTRAL] OK, it should be mailed to IMA.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you ready for that mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, it's a claims mailing address.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. And what, I'm sorry, what, um what's IME stands for?
[AGENT][NEUTRAL] That I'm not actually sure what it what IMA stands for, for, but that is the first insurance that you will have to submit it to, and they will review it and if there's benefits that they pay out, they will pay out first and then it will cross over to us.
[CUSTOMER][NEUTRAL] OK, OK, alright, I understand. um, thanks for your help. Do you provide call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. All right. That's all for today. Thank you for your time and help. Have a great day. Bye for now. Thank you.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well. Bye.
[CUSTOMER][NEUTRAL] S