AccountId: 011433970860
ContactId: 7e2df0d5-4e5c-437b-b5ad-de08b1f4e32d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508720 ms
Total Talk Time (AGENT): 156576 ms
Total Talk Time (CUSTOMER): 219959 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7e2df0d5-4e5c-437b-b5ad-de08b1f4e32d_20250107T17:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office and I'm calling regarding claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. Patient policy number is.
[CUSTOMER][NEUTRAL] 83401
[AGENT][NEUTRAL] Is that on the numbers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] Just give me a moment, let me pull up the insurance card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is it uh A as in Alpha C as in Charlie 0527?
[CUSTOMER][NEUTRAL] Is that the correct policy number?
[AGENT][NEGATIVE] No, it doesn't.
[AGENT][NEUTRAL] No, it doesn't have any um alphabets on it. It's just numbers.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ok.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's the only card I have from American Public Life Insurance and it says that the policy number and certification number is
[CUSTOMER][NEUTRAL] AC 0527
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's APL American Public Life.
[CUSTOMER][NEUTRAL] Yes, American Public Life Insurance Company.
[AGENT][NEUTRAL] Yeah, we don't have letters in front of our numbers um.
[AGENT][NEUTRAL] What is the spelling of the last name?
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK, so the uh spelling of the last name is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What's the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Mhm. What is the date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the, I have uh 236 data service for the same member. The first one is [PII] with the billed amount of $484 even.
[AGENT][POSITIVE] OK, thank you. Let me see that one.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Mr. [PII], for future, you can check the status online through our website at [PII]. And that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Claim is not on file for that date of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you confirm the mailing address?
[AGENT][NEUTRAL] Yes, the address to submit claims is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII], State, [PII], right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, and do you uh do you also have payer ID or we only submit, we have to only submit paperclip.
[AGENT][NEUTRAL] Um, you can send it electronically for this one, so it's gonna be 60801.
[CUSTOMER][NEUTRAL] OK 60801 OK and what's the timely filing limit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] There's no timely filing limits on this one.
[CUSTOMER][NEUTRAL] OK, no time the filing limit.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And uh what is the member effective date and admission date?
[AGENT][NEUTRAL] All right, let me check. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and it is active at the moment and this is a cancer policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so it was active since [PII] and still active, right?
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And what is the correct number right of the member?
[AGENT][NEUTRAL] OK, so it is the number you provided me in the beginning, the 83401.
[AGENT][NEUTRAL] Just put um 20s in front of it. It's 00. 0083401. Mhm.
[CUSTOMER][NEUTRAL] OK. 83401. Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK. Uh let me know when you're ready for the next day of service.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Uh, this one is, uh, September 29, 2024. Uh, the bill amount on this one is $509 even.
[AGENT][NEUTRAL] I have no claims for [PII] of [PII].
[CUSTOMER][NEUTRAL] OK, so this one is also not on file.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what about uh [PII] for the bill amount of $120?
[CUSTOMER][NEUTRAL] man calling from
[AGENT][NEUTRAL] I have no claims for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about [PII]?
[CUSTOMER][NEUTRAL] 274.
[CUSTOMER][NEUTRAL] 0286
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And what about [PII]?
[AGENT][NEUTRAL] Let's check.
[CUSTOMER][NEUTRAL] Campus ID
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] There's no claims on file for [PII].
[CUSTOMER][NEUTRAL] Mhm. OK. All right. uh, so can you give me the call reference of our call, and can I have your name again also?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, so thank you so much for your help. I hope you have a great day.
[AGENT][POSITIVE] You as well thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes