AccountId: 011433970860
ContactId: 74855939-f27b-4d8e-b500-9676cafe0e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217580 ms
Total Talk Time (AGENT): 65175 ms
Total Talk Time (CUSTOMER): 76410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/74855939-f27b-4d8e-b500-9676cafe0e5d_20250131T16:52_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] Hi, my name is [PII]. I'm calling on behalf of Nicholas Children's Hospital, and I'm just trying to check the claim status, please.
[AGENT][NEUTRAL] May I please have the policy number and then the callback number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02408940ML8 callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yes, the data service is.
[CUSTOMER][NEUTRAL] 7124 through 7:31 of 24.
[CUSTOMER][NEUTRAL] And the bill amount is $5,757.44.
[AGENT][NEUTRAL] And that's 71 to 7:31?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is [PII] and I'm pulling that up for you now.
[AGENT][NEUTRAL] OK, I'm not seeing the claim on file for that date span.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I will get this resubmitted over.
[CUSTOMER][NEUTRAL] And I'll make sure that that primary ELB is attached with that.
[AGENT][NEUTRAL] OK, and would you like to verify the mailing address or fax number to see if it's sent submitted to the correct place?
[CUSTOMER][NEUTRAL] Yes, let me pull this up in my other system here.
[CUSTOMER][NEUTRAL] OK, it looks like the mailing address we have is [PII].
[AGENT][NEUTRAL] That is correct. And would you like the fax number as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII] and that is attention claims department.
[AGENT][NEUTRAL] And you do have the option to use the secured portal as well to submit claims and check status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so if we fax over that claim, just the claim form is needed, if there's no other documents other than the EOB from primary.
[AGENT][NEUTRAL] Correct, we need the HCFA or the UBO4 and the primary ELB showing deductible co-insurance or copay.
[CUSTOMER][POSITIVE] OK, um, I think that's all I need. I'll get that submitted over and um I hope you have a great day.
[AGENT][POSITIVE] Same to you and thank you so much [PII] for calling American Public Life.
[CUSTOMER][POSITIVE] Mhm thank you so much bye bye.