AccountId: 011433970860
ContactId: 790201ce-f835-41af-bc81-1d5520bc6f95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339380 ms
Total Talk Time (AGENT): 135795 ms
Total Talk Time (CUSTOMER): 138542 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/790201ce-f835-41af-bc81-1d5520bc6f95_20250128T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling for Commonwealth Pain Associates. Please note this call will be recorded and monitored for quality and training purposes. I'm calling to check on a claim status.
[AGENT][NEUTRAL] OK. And, and what, uh, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and [PII], you're calling with the provider's office?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, and [PII], and you're wanting to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and I'll be happy to help you with that claim status. Just give me just a few minutes. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is 02342158.
[AGENT][NEUTRAL] 02342158.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what's the name of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Which is [PII].
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is that data service that you're calling on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, sure. Give me a few more minutes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, we, we do not have a claim on this insured for that data service.
[CUSTOMER][NEUTRAL] Uh, $80. You don't have any claims for $80?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Not for that date of service, no, and also his policy is no longer in effect as of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so can I have the.
[CUSTOMER][NEUTRAL] Effective date of the policy.
[AGENT][NEUTRAL] You said it's [PII], right? OK. Um, the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] [PII] and terminated on [PII].
[AGENT][NEUTRAL] The policy is
[AGENT][NEUTRAL] Uh, [PII], the policy is no longer in effect.
[CUSTOMER][NEUTRAL] OK. [PII] is the termination date, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So he may have another policy.
[CUSTOMER][NEUTRAL] Not [PII]. It is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just one moment. So, so does that, do that they have, that number have any of the coverage and your service with you?
[AGENT][NEUTRAL] He has a dental coverage with us, um.
[AGENT][NEUTRAL] And there's no claim that's ever been filed on the dental.
[AGENT][NEUTRAL] That's all he said with the.
[CUSTOMER][NEUTRAL] OK, so member has general coverage and data service, is that right?
[AGENT][NEUTRAL] You're right. He has a dental and he, and the policy number you gave me was his hospital indemnity policy.
[AGENT][NEUTRAL] That was no longer in effect.
[CUSTOMER][NEUTRAL] OK, remember.
[CUSTOMER][NEUTRAL] Dental coverage um.
[CUSTOMER][NEUTRAL] OK date of service.
[CUSTOMER][NEUTRAL] Just one moment please.
[CUSTOMER][NEUTRAL] Uh, just one moment please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. So can I have the reference number for this?
[AGENT][NEUTRAL] You can use today's date and my name, [PII].
[CUSTOMER][NEUTRAL] OK, just one moment, and can you um so.
[CUSTOMER][NEUTRAL] Can go on to the next client for this member?
[AGENT][NEUTRAL] Uh, give me one minute, let me.
[AGENT][NEUTRAL] OK. Hold on. And it says for the same member, same insured or a different insured?
[CUSTOMER][NEUTRAL] Same insure.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is that data service?
[CUSTOMER][NEUTRAL] I uh.
[CUSTOMER][NEUTRAL] Uh, 1016 of 2024.
[AGENT][NEUTRAL] That's what you just gave me.
[CUSTOMER][NEUTRAL] Uh, it's a a different amount.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have any claims at all for that data service.
[CUSTOMER][NEUTRAL] OK, so this, OK, just one moment. So this is for $150 so there is no claim on file this too, right? So, and there is no medical coverage. OK. And the number has only dental dental coverage service. OK, OK, and the reference number will be with me in today's date. OK, thank you, [PII]. That's it.
[AGENT][NEUTRAL] No, there is not.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're welcome. Anything else I can help you out with, sir?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] OK, [PII]. Well, you have a wonderful day and thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Goodbye.