AccountId: 011433970860
ContactId: 8580f887-5474-46d4-a553-04c040dca7ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203160 ms
Total Talk Time (AGENT): 76905 ms
Total Talk Time (CUSTOMER): 70227 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/8580f887-5474-46d4-a553-04c040dca7ef_20250407T17:57_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office checking for a claim status.
[AGENT][POSITIVE] Yeah, [PII], I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Callback number [PII] and the member ID is going to be 02463171.
[AGENT][NEUTRAL] You said 02463171?
[CUSTOMER][NEUTRAL] And can I have
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, and my name is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And the member first name, [PII] and the last name [PII] and the date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Actually looking for a claim status.
[AGENT][NEUTRAL] Thank you, and what is the date of service that you're looking for the claim status for?
[CUSTOMER][NEUTRAL] [PII] and the total bill amount $1,025.87.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing a claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What was your name? I apologize.
[CUSTOMER][NEUTRAL] Mhm. And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you please verify me if the patient is active on the date of service?
[AGENT][NEUTRAL] for data services [PII] with what bill amount?
[CUSTOMER][NEUTRAL] And the bill amount is $1,025.87.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so now let me give you an effective date.
[AGENT][NEUTRAL] This policy was active [PII] from [PII].
[CUSTOMER][NEUTRAL] OK. Thanks for that information, [PII]. And can I have a call reference number? And also, can you please ver
[AGENT][NEGATIVE] We don't provide those, unfortunately.
[CUSTOMER][NEUTRAL] OK. And uh can you please verify me the mailing address to submit the claim?
[AGENT][NEUTRAL] The mailing address to submit a claim will be addressed to American Public Life Claims Department.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's [PII], [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thanks for that information and have a great day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well, [PII]. Goodbye.