AccountId: 011433970860
ContactId: 87c1c68e-d39c-41b4-954a-6e9e50991592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 88831 ms
Total Talk Time (CUSTOMER): 113958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/87c1c68e-d39c-41b4-954a-6e9e50991592_20250121T14:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from [PII] office. I'm checking for the claim status. Can you please spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get a callback number, please? [PII].
[CUSTOMER][NEUTRAL] What is the last initial?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] at direct line.
[AGENT][NEUTRAL] Policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 1262468, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you for um verifying. Uh, let me get the the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And you did say status, what is the date of service you're checking?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the total charge is $599 even.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Yeah, actually, we submitted a claim through fax on uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] OK. Is this fax number [PII]?
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. May I know that if this number is active?
[AGENT][NEUTRAL] The policy has been effective since [PII]. It is still active. And could you spell your name, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]
[CUSTOMER][NEUTRAL] Um, if I submitted through fax mails for the claim, we need to allow more times, more days to receive a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Because it was recently submitted on [PII], that's it.
[AGENT][NEUTRAL] OK. Now, uh, it, once it's received, it's loaded into the system within 24 hours.
[CUSTOMER][NEUTRAL] OK, got it. At this, uh, can I get a claim mailing address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID number?
[AGENT][NEUTRAL] Payer ID for claims is 60801.
[CUSTOMER][NEUTRAL] OK, got it. Uh, can I get a timely filing limit?
[AGENT][NEGATIVE] There is no timely filing for the policy.
[CUSTOMER][NEUTRAL] OK, no timely filing limit.
[CUSTOMER][NEUTRAL] OK, got it. Uh.
[CUSTOMER][NEUTRAL] Is there any portal to submit a claim?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, uh, if we have a portal to submit a claim because it's still not addressed right for that reason.
[AGENT][NEUTRAL] Did you say a portal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, yes, you can sign up at [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it. Uh.
[CUSTOMER][NEUTRAL] Yeah, can I get a reference number for this call?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah, the member is effective from [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you. Your name and the date. OK.
[CUSTOMER][POSITIVE] Thank you. Thank you for giving that required information. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.