AccountId: 011433970860
ContactId: 7178ec27-47bf-421e-8112-5a74beacddcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227880 ms
Total Talk Time (AGENT): 103198 ms
Total Talk Time (CUSTOMER): 88036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/7178ec27-47bf-421e-8112-5a74beacddcf_20250416T17:51_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm hoping you can. I'm calling from provider's office to get claim status, uh, for medical claim for a member.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII], um, and I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], thank you.
[CUSTOMER][NEUTRAL] OK, and the patient's policy number is 1519614.
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, that's for [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Sure. Uh, [PII] with a charge amount of 100.
[CUSTOMER][NEUTRAL] 30, 0 wait, what happened here?
[CUSTOMER][NEUTRAL] $135.32.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII], check claim status as well.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[AGENT][NEGATIVE] And I'm not showing data service 121-2025 for [PII] being received as of today.
[CUSTOMER][NEUTRAL] OK. How about 131 2025?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And the charge amount is $422.52.
[AGENT][NEUTRAL] No, ma'am, not as of today. Let me verify there is no other policies.
[AGENT][NEUTRAL] That is the only plan. So as of today, we have not received either claim.
[CUSTOMER][NEUTRAL] Oh yeah, I think it's because the address is wrong. I should go to [PII].
[AGENT][NEUTRAL] No, ma'am. It should go to [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh wait, wait, hold on, does the member's card has a.
[CUSTOMER][NEUTRAL] Submit claims to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's an old address.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I can give you the correct address.
[CUSTOMER][NEUTRAL] Uh, so what's the updated address? Yes, please.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII] and we do utilize fax as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh, can I get the fax number?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just repeat that to make sure I got it. uh [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for our call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.