AccountId: 011433970860
ContactId: 82b705db-cba9-45df-af9f-e6c4380b29a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167240 ms
Total Talk Time (AGENT): 71991 ms
Total Talk Time (CUSTOMER): 79107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/82b705db-cba9-45df-af9f-e6c4380b29a6_20250220T15:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm with Bokerton Regional Hospital. I'm checking on the claim status. Did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient's ID number we have is [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] that's correct.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII], [PII], date of birth.
[AGENT][NEUTRAL] Thank you and thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $783.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Are you looking to spell your name, make sure I spelled it right, please.
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm not seeing we have received data service 521-2024 for [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, was she active on that date?
[AGENT][NEUTRAL] Yes, policies effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now we have to verify the address that we mail it to, so make sure we have that right, [PII] is the address we have is that correct?
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] OK, do you have a fax number?
[AGENT][NEUTRAL] Yes, it's 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what is the filing limit from the date of service?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] No time then, oh, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] That's good to know.
[CUSTOMER][NEUTRAL] Alright, and the last thing I need is a reference number from you please, [PII].
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, that'll do it thank you very much have a good day bye.
[AGENT][POSITIVE] You're so welcome. Thank you for calling.
[CUSTOMER][NEUTRAL] Yeah