AccountId: 011433970860
ContactId: 8db00d31-fbb2-414d-afe9-830fc44fd4ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208889 ms
Total Talk Time (AGENT): 62630 ms
Total Talk Time (CUSTOMER): 56515 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8db00d31-fbb2-414d-afe9-830fc44fd4ed_20250515T20:17_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] Hi, [PII]. This is [PII] calling from provider office to check the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 531
[CUSTOMER][NEUTRAL] 86.
[AGENT][NEUTRAL] Can I have a good callback number for you?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] based on the same
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The date of birth is on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] It's on [PII].
[AGENT][NEUTRAL] In total bill amount?
[CUSTOMER][NEUTRAL] The amount is $24,455 even.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[AGENT][NEUTRAL] And I'm not showing that we have received Data Service 5-182024 for [PII].
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Is there any additional information? Do you need?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is there any other document, uh, like primary you'll be doing it?
[AGENT][NEUTRAL] You will need the itemized bill along with the primary insurance explanation of benefits when you submit the claim.
[CUSTOMER][NEUTRAL] Yeah, OK. Is there a time limit to send that?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] Mm, yeah, OK.
[CUSTOMER][NEUTRAL] But and and the claim with the primary.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, nothing else.
[AGENT][POSITIVE] Well, thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, you too. Have great day bye.