AccountId: 011433970860
ContactId: 85e9d445-079c-4fc9-a3a8-976231be2498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237039 ms
Total Talk Time (AGENT): 64688 ms
Total Talk Time (CUSTOMER): 92059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/85e9d445-079c-4fc9-a3a8-976231be2498_20250611T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office. Could I please search for the claim status?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, the member ID it's uh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Moment. 02506216.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] You're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] The rate of service is [PII]. The total bill amount is 2 $122 even. Could you please spell out your name in my documentation purpose?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And you said the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No claim is listed on file.
[CUSTOMER][NEUTRAL] That is a no claim on file for the data service and build on, right?
[AGENT][NEUTRAL] No claim is listed on file.
[CUSTOMER][NEUTRAL] Yeah, OK. But uh may I know the
[CUSTOMER][NEUTRAL] Eligibility for this number effective on termination date.
[AGENT][NEUTRAL] It is showing that the policy is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah, OK. So like, OK, we can resubmit the claim again.
[AGENT][NEUTRAL] You, you're more than welcome to submit the claim. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, OK. But uh we need for the payer ID for that one, electronic payer ID?
[AGENT][NEUTRAL] The electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK. May I know the timely filing for the submission?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] So notifying we can be.
[CUSTOMER][NEUTRAL] OK, thank you for assistance. Shall we move to the next date of service for the same number?
[AGENT][NEUTRAL] May I have the date of service, please?
[CUSTOMER][NEUTRAL] Uh, sure, one moment.
[CUSTOMER][NEUTRAL] The next date of service, it's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 13 2024. total bill amount is $46 even.
[AGENT][NEUTRAL] And that is 813 to 24, total bill 46, no claim is listed on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this one also no claim on file. We can resubmit the claim again for this one also, right? The same information for the previous claim, right? Yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Yeah, OK, thank you, thank you for assistance. The call reference number is your name in today's system, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for assisting your patience and have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day as well.