AccountId: 011433970860
ContactId: 709564f7-0c8e-4194-81bb-a7962278dd5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239059 ms
Total Talk Time (AGENT): 89229 ms
Total Talk Time (CUSTOMER): 128714 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/709564f7-0c8e-4194-81bb-a7962278dd5d_20250130T18:31_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] Hello, my name is [PII], and I'm calling on behalf of dental office. I'm checking on claim status.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, sure, callback number is [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on.
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] So I have a member ID is 603996.
[CUSTOMER][NEUTRAL] 33097.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII], date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and you did say status, what is the date of service?
[CUSTOMER][NEUTRAL] Yes, data service is 1014 of 24.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And what is the data service one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, 1014 of 24.
[CUSTOMER][NEUTRAL] We submitted 2 claims, so.
[AGENT][NEUTRAL] 1014 of 2024. I'm not pulling that.
[CUSTOMER][NEUTRAL] Uh first build the mountain.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you receive, uh, any type of
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Correspondence, yeah, I'm not showing we've received it. What is the mailing address you're sending um the claim to?
[CUSTOMER][NEUTRAL] No, no, it's a first.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, I want to verify that as well um but uh mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. OK. Can I have a PO ID.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you do have a
[AGENT][NEUTRAL] Uh, pay payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 832421.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And uh would you like the fax also?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, can I have the policy effective date for my records?
[AGENT][NEUTRAL] I show this policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] What is the filing limit?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Member ID I provided, um.
[CUSTOMER][NEUTRAL] 603-996 is that the correct one to submit this claim?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] that was always.
[CUSTOMER][NEUTRAL] It also we also.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is [PII] the subscriber of this policy?
[AGENT][NEUTRAL] Yes, she is.
[CUSTOMER][NEUTRAL] OK. Do you have a call reference number?
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help and have a nice day. Bye.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Bye, bye.