AccountId: 011433970860
ContactId: 7a50e33e-b43c-4e5d-80a7-97768c76bccf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372339 ms
Total Talk Time (AGENT): 95797 ms
Total Talk Time (CUSTOMER): 111694 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7a50e33e-b43c-4e5d-80a7-97768c76bccf_20250611T21:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to know the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status and did you say your name was [PII]?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, one patient, one time.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, just a minute. I'm facing some technical issue. Please be online for a second.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thanks for being on the line.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] I'm sorry for the inconvenience caused.
[AGENT][NEUTRAL] Oh it's OK.
[CUSTOMER][NEUTRAL] And the member ID what I'm having is 60801.
[AGENT][NEUTRAL] That that's actually our payer ID. Do you have their ID card there?
[CUSTOMER][NEUTRAL] Just a moment. Let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is not your member ID?
[AGENT][NEUTRAL] That's the payer ID.
[CUSTOMER][NEUTRAL] This is American Public Life, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes, I'm having the policy ID as
[CUSTOMER][NEUTRAL] 02337056
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Yes, take your own time.
[AGENT][NEUTRAL] Thank you. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The member's first name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth was on [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yes, just a moment, let me tell you.
[CUSTOMER][NEUTRAL] My date of service was on [PII], the total bill amount of $283.38.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Yes, take your time.
[AGENT][NEUTRAL] Alright, so for [PII], for [PII], we don't have any claims on file.
[CUSTOMER][NEUTRAL] OK. May I know the member's effective date and termination date?
[AGENT][NEUTRAL] Yes, the policy is still active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And still active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is the patient have DME coverage?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][NEUTRAL] Um, no, I'm not showing any durable medical equipment, um, benefits for this policy.
[CUSTOMER][NEUTRAL] There is no DME coverage, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the the timely filing limit?
[AGENT][NEUTRAL] There's no timely filing as long as the policy was active on the data service, you can file the claim at any time.
[CUSTOMER][NEUTRAL] Yeah. Uh, uh, shall I resubmit the claim?
[AGENT][NEUTRAL] Yes, um, there's no claim on file, so yes, you can you can send the claim in to be processed.
[CUSTOMER][NEUTRAL] OK. May I get your name, spell and last name, please?
[AGENT][NEUTRAL] Sure. My name is [PII] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] May I get the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Payer ID is?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. Thank you for assisting me today. Have a great day.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, thank you for assisting me today.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye-bye, take care.