AccountId: 011433970860
ContactId: 7fc15d8f-8310-4da9-9e18-3901c2ff7c84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402589 ms
Total Talk Time (AGENT): 128545 ms
Total Talk Time (CUSTOMER): 187757 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7fc15d8f-8310-4da9-9e18-3901c2ff7c84_20250422T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from provider's office. Uh, my last initial is [PII]. I need to check claim status. This is the claims department.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] [PII], thank you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and may I please have the policy number?
[CUSTOMER][NEUTRAL] Yeah, this is the claims department, right?
[AGENT][NEUTRAL] Yes, may I please have the policy number?
[CUSTOMER][NEUTRAL] 09128366.
[CUSTOMER][NEUTRAL] I don't know. I.
[AGENT][NEUTRAL] OK, that was 9128366. That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This is uh American Public Life, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 09128366
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK. Could you please check with the patient name and the date of birth? any other option?
[AGENT][NEUTRAL] May I have the first and last name please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Could you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that's [PII] and it is spelled [PII]
[CUSTOMER][POSITIVE] [PII], yes, correct.
[AGENT][NEUTRAL] OK, I'm not finding that member's name in our system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 01928366 member ID.
[CUSTOMER][NEUTRAL] 0928366 correct only.
[AGENT][NEUTRAL] OK, so is it 019 or 091? Which one is it?
[CUSTOMER][NEGATIVE] You're unable to find the member.
[CUSTOMER][NEUTRAL] 001928366.
[AGENT][NEUTRAL] OK, that's not the number that you've been giving me.
[CUSTOMER][NEUTRAL] Uh, could you please check this, this member ID because I checked in patient registration code.
[AGENT][NEUTRAL] May I please have the date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's uh date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, that's thank you. The data of services um.
[CUSTOMER][NEUTRAL] [PII] with the bill amount $328.67 sir.
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy. You can also check claim status via our secured portal that is [PII] and that is for date of service of [PII]. We have no claim on file.
[CUSTOMER][NEUTRAL] [PII]. I have no claim on file. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, just bear with me one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you.
[CUSTOMER][NEUTRAL] Yeah. Uh, could you please, uh, verify the
[CUSTOMER][NEUTRAL] Patient eligibility for me.
[AGENT][POSITIVE] Yes, let me check that for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is showing that the policy is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. OK, may I know the pay ID? Yeah, pay ready to submit the claim.
[AGENT][NEUTRAL] Let me get that for you.
[AGENT][NEUTRAL] The electronic payer ID is 64556.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I get it. I don't know how.
[CUSTOMER][NEUTRAL] A.
[CUSTOMER][NEUTRAL] OK. I may I know the mailing address and the timely filing limit to submit the claim?
[AGENT][NEGATIVE] There's no timely filing and the mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No, OK, thank you so much. Could you spell your name?
[AGENT][NEUTRAL] Yes, that is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Hello ma'am you are laughing that is now.
[CUSTOMER][NEUTRAL] Uh, yeah, sorry for that time, uh, mistakenly missed your name. One second, could you spell it for me?
[AGENT][NEUTRAL] OK, this will be my last time spelling it. That is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial of [PII] in today's date as the call reference.
[CUSTOMER][NEUTRAL] Oh, I don't in [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Yeah, thank you. Thank you [PII]. You have a wonderful day. Oh, that's all. Take care of yourself bye for now.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] You do have a great day. Bye.
[AGENT][POSITIVE] Thank you, bye.