AccountId: 011433970860
ContactId: 8ae31ef0-69c1-4ae2-a8e0-ce6e8e10953b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313589 ms
Total Talk Time (AGENT): 106236 ms
Total Talk Time (CUSTOMER): 185341 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8ae31ef0-69c1-4ae2-a8e0-ce6e8e10953b_20250227T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII] calling from Evergreen Medical Center looking for claims.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yeah, that's D delta 47615634.
[AGENT][NEUTRAL] That is not our policy number. Do you have the social security number?
[CUSTOMER][NEUTRAL] Mm, yes, let me just check it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Oh yeah, that's [PII].
[CUSTOMER][NEUTRAL] [PII] a direct line.
[AGENT][NEUTRAL] Thank you. And may I have a date of service?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the date of service is uh [PII], and the total charges are $207 even.
[AGENT][NEUTRAL] Thank you for verifying that information. For future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I have the policy number is 02090734.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This claim processed under claim number 3271836. It looks like it processed and denied for eligibility.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This claim.
[AGENT][NEUTRAL] 8136. This claim processed on 3-16-2023.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, um, actually.
[CUSTOMER][NEUTRAL] Uh, we, uh, sorry, we do have the claim details and uh we have called previously on [PII] and we requested for the fax for UV to be faxed, but uh it's quite a long time, we have not received the UV so I have called for requesting the UV.
[AGENT][NEUTRAL] OK, let me get this pulled up and I'll fax it right over.
[CUSTOMER][NEUTRAL] OK, and for this member, one more bill amount, same date of service, this is a physician, physician claim and then and then there is a hospital claim or facility claim. So you can fax both the UBS uh at a time.
[AGENT][NEUTRAL] OK, and what is the total bill amount on the other one?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the total bill amount is uh $1,275 even. Claim number ending with 832, 1832.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. That one also processed and denied on the same date. So I'll fax that over. Can I have your fax number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][POSITIVE] That's correct. And you can write attention my name [PII].
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Can you spell your first name for me?
[CUSTOMER][NEUTRAL] That's [PII], yeah, that's [PII]
[AGENT][NEUTRAL] OK. So, [PII], I will fax this right over. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's all I needed for please give, can you guys share me a call reference number for this call?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much for your help. And uh how much time will it take to reach the UB?
[AGENT][NEUTRAL] I'm faxing it over right now as we speak.
[CUSTOMER][POSITIVE] OK, thank you very much bye have a nice day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.