AccountId: 011433970860
ContactId: 7bb25dcf-477a-4363-8e91-203dd22e4df0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349989 ms
Total Talk Time (AGENT): 114799 ms
Total Talk Time (CUSTOMER): 194544 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7bb25dcf-477a-4363-8e91-203dd22e4df0_20250318T14:43_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Promedica Hospital in reference to uh claim status.
[AGENT][POSITIVE] OK, it would be my pleasure to assist you with claim status. What is that callback number, please?
[CUSTOMER][POSITIVE] OK, we just got a new one. Bear with me one second. Uh, thanks, thank you.
[AGENT][POSITIVE] All right. Take your time.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] 294806-175.
[AGENT][NEUTRAL] 294806175
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that is a little bit long for our policy number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, where is this American Public Life?
[AGENT][NEUTRAL] It is. What's the patient's last name? Let me do a name. We can look it up by name.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me try without the junior just in case we don't have the junior in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, I did find his medical policy. I can give you that policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] And that policy number is 254.
[AGENT][NEUTRAL] 438 5.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. And what is, I can help you with that claim status? What is the data service?
[CUSTOMER][POSITIVE] Alrighty that data service is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my goodness, it's January 6, 20 why they have yeah 25 sorry.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] I am lost today. I don't know what's wrong with me, uh.
[AGENT][NEUTRAL] It's, it's Monday #2.
[CUSTOMER][POSITIVE] Yeah, #2. I love it. I love it, yep.
[AGENT][NEUTRAL] I kind of feel that way myself today.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, time to wake up.
[AGENT][NEUTRAL] I think
[AGENT][NEGATIVE] And I've already had 3 cups of coffee. I don't think I can drink anymore.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] At, at this point.
[CUSTOMER][NEUTRAL] Yeah, I didn't even have any yet. I need, I need some.
[AGENT][NEUTRAL] Oh, well there you go.
[CUSTOMER][NEUTRAL] Yeah, right, big time.
[CUSTOMER][NEUTRAL] I'm looking at the claim right now and I see like there's so they you I bet you don't even have one on file because they have a totally different.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] ID number they have like a D404-08751 is their their member ID number.
[AGENT][NEUTRAL] Yes, uh, we don't have a claim on file. Do you know where that claim was sent?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I don't know what the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it looks like.
[CUSTOMER][NEUTRAL] That it was sent let me see on [PII].
[CUSTOMER][NEUTRAL] To I guess it was uh.
[CUSTOMER][NEUTRAL] It was uh electronic electronically filed but the payer ID that they have is like a generic one like I don't know I guess it goes over for Medicare or something or no this is actually not for OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see something here.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Alright, um, let me just verify the address maybe I can't tell if they mailed it or not. I, it looks like.
[CUSTOMER][NEUTRAL] That it was it was electronically filed, but is it [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I should say no, OK.
[AGENT][NEUTRAL] Under the policy number under the policy number that I gave you, the 254-438-5.
[CUSTOMER][NEUTRAL] Yep, OK, 254-438-5. OK, can you, are you able to fax the claims?
[AGENT][NEUTRAL] No, ma'am, they don't have fax, but it goes to them for repricing through multi plan and then they forward medical claims to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's OK to uh mail the to where I, I just sat right that that address?
[AGENT][NEUTRAL] That's correct. Now there's a payer ID of 64556, but no facts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4556 ID OK alrighty and then let me see one thing here. Do you have uh a call reference number by any chance?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I hope you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well. It's been a pleasure to assist you, [PII]. Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Oh, thank you. I appreciate it. Thank you. OK, ma'am. Thanks you too. Bye-bye.