AccountId: 011433970860
ContactId: 79b80416-9dc3-4c17-8f6e-b047f13c076b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649109 ms
Total Talk Time (AGENT): 149349 ms
Total Talk Time (CUSTOMER): 311034 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/79b80416-9dc3-4c17-8f6e-b047f13c076b_20250616T17:54_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, this is [PII]. I'm calling you from the provider's office to check on claim status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. And it's a direct line.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Sure. It's 02574321 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, ma's last name is [PII] and first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service and total bill.
[CUSTOMER][NEUTRAL] Date of service is [PII] with the bill amount of $1,858 even.
[AGENT][NEUTRAL] Thank you. And you can also check claim status via our secured portal, that is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And that is for data service of [PII] of $25 with the total bill of $1,858.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is showing that no claim is listed on file.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So there is no claim on file.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, can you just confirm me the mailing address and the payer ID?
[AGENT][NEUTRAL] The electronic payer ID is 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the mailing address is [PII].
[CUSTOMER][NEUTRAL] 6.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And what it will be the timely filing limit to submit a claim?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And can you just confirm me if the member is active for the data service?
[AGENT][NEUTRAL] The member is active at the time of service.
[CUSTOMER][NEUTRAL] Mm, do you have effective date?
[AGENT][POSITIVE] Yes, let me check that for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I really
[AGENT][NEUTRAL] The effective date is showing [PII] of 25.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. [PII] of 252 current, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. And actually, I do have uh two more claims. Can you help me with that as well?
[AGENT][NEUTRAL] For the same member or different member?
[CUSTOMER][NEUTRAL] For the different number.
[AGENT][NEUTRAL] May I have the next policy number please?
[CUSTOMER][NEUTRAL] Sorry. It's 02483279.
[CUSTOMER][NEUTRAL] And member's last name?
[CUSTOMER][NEUTRAL] It's [PII] and first name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Date of service is [PII], but the bill amount of $616 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that is for data service of 513 to 25.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so for that member no claim is listed on file.
[CUSTOMER][NEUTRAL] OK. So for this one also, the mailing address is the same will be, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And just one more, the member is active for the data service.
[AGENT][NEUTRAL] The member is active at the time of service with the effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And did you have another member or the same member?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's another number.
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry. It's 01813208, M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] Ma's last name is [PII] and first name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Date of service is [PII] the bill amount of $1,061 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for that date of service of 5-1 to 25, no claim is listed on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh, actually, as we checking here for all the claims which we have filed, the mailing address and the pay ID which you provided means different. So,
[CUSTOMER][NEUTRAL] Uh, so, there are also two more claims. So I don't need to check that as well because I can see there is different mailing address. So, what I need to do is just to correct the address and build it again, right?
[AGENT][NEUTRAL] Yes, the mailing address that I gave you is the correct mailing address for American Public Life.
[CUSTOMER][NEUTRAL] So, I just need to know that is the number is active for the data service?
[AGENT][NEUTRAL] It is showing that the member is active at the time of service with the effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Uh, there are 2 more. You just need to check the effective date of the member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm. Should I go ahead with the member ID?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's 01826085 M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] And my last name is [PII]. First name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're just needing eligibility for this member?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So for this member it is showing that it's currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Thank you. Just last number eligibility.
[CUSTOMER][NEUTRAL] And the member ID is 217.
[CUSTOMER][NEUTRAL] 582
[CUSTOMER][NEUTRAL] 6 M as in Mike, L as in Lima, number 8.
[CUSTOMER][NEUTRAL] And my last name is [PII]. First name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah that's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This member has a different policy number. Are you ready for that?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 47
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Showing currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mm, no, thank you. I just need your name again. I didn't catch it earlier.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The name is [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] OK. Thank you so much and thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.