AccountId: 011433970860
ContactId: 86d53259-ed2d-4c69-8613-e245c6712045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224639 ms
Total Talk Time (AGENT): 91278 ms
Total Talk Time (CUSTOMER): 60146 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/86d53259-ed2d-4c69-8613-e245c6712045_20250128T14:45_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], I'm calling from the provider's office, checking on a medical claim.
[AGENT][POSITIVE] OK, yeah, I'd love to help you. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] Perfect, and Miss [PII], do you mind if I get a good call back number for you real quick?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and Miss [PII], what's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] I have 02446268.
[AGENT][NEUTRAL] 6268 you betcha. Give me one second to get that pulled up for you.
[AGENT][POSITIVE] You're having a great day so far?
[CUSTOMER][NEUTRAL] So far, how about you?
[AGENT][POSITIVE] Oh, I'm doing wonderful thank you so much for asking.
[AGENT][NEUTRAL] All right, and I believe I have that policy all pulled up now. Would you mind verifying for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] What is the date of service for the claim we wanna look at on her or the claim number if you have it?
[CUSTOMER][NEUTRAL] So the service
[CUSTOMER][NEUTRAL] 73024 $747.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the name of the facility for the claim that we wanna look at today?
[CUSTOMER][NEUTRAL] It would be under Van Meter emergency physicians.
[AGENT][NEUTRAL] I'm not showing a claim on file under that facility name.
[CUSTOMER][NEUTRAL] OK, what is the address of the claims go to? I think that's what the problem.
[AGENT][POSITIVE] Yes, absolutely, um, so we go to PO [PII].
[AGENT][POSITIVE] And it's gonna be, I'm so sorry, one second.
[AGENT][NEUTRAL] 248,950
[CUSTOMER][NEUTRAL] 248,950. OK.
[AGENT][NEUTRAL] Mhm. And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's API American uh Republic Life, is that right?
[AGENT][NEUTRAL] [PII] yep, then you can just address the claims.
[CUSTOMER][NEUTRAL] Oh, it's yeah, yeah.
[CUSTOMER][NEUTRAL] OK. And then um my group number 26103.
[AGENT][NEUTRAL] Uh, let me take a look. I don't know. One second.
[AGENT][NEUTRAL] 26103 you bet you.
[CUSTOMER][NEUTRAL] How, uh, patient is the policyholder?
[AGENT][NEUTRAL] She is the policy holder, yes.
[CUSTOMER][NEUTRAL] And eligibility.
[AGENT][NEUTRAL] Um, she is current and active with us since [PII].
[CUSTOMER][POSITIVE] And family fun.
[AGENT][NEUTRAL] We don't have a timely filing. You're welcome to submit that at any time.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And your name, is it [PII]?
[AGENT][POSITIVE] Oh, I thank you for asking.
[CUSTOMER][POSITIVE] No problem. All right, we're all set. Have a good day.
[AGENT][POSITIVE] You too, Miss [PII] take care and thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.