AccountId: 011433970860
ContactId: 96b7de75-8596-4e29-bfe0-542bc3ed3856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636539 ms
Total Talk Time (AGENT): 172399 ms
Total Talk Time (CUSTOMER): 218708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/96b7de75-8596-4e29-bfe0-542bc3ed3856_20250625T16:55_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, good afternoon, I'm calling just to find out um if I can get a few EOBs for uh a couple of patients.
[AGENT][NEUTRAL] OK. How many patients are you needing to review?
[AGENT][NEUTRAL] Because we have a limit of 5.
[CUSTOMER][NEUTRAL] I have 4.
[CUSTOMER][POSITIVE] OK, actually I actually do have 5.
[AGENT][NEUTRAL] And you can also download the EOB via our secure portal as well.
[CUSTOMER][NEUTRAL] I tried the portal, but it's asking me for their last four digits of their social, which we don't have.
[AGENT][NEUTRAL] It normally asks for the patient control number. Let me check that for you.
[CUSTOMER][NEGATIVE] Unless I'm on the wrong portal.
[AGENT][NEUTRAL] And also may I have your name and then a call back number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Call back number [PII].
[CUSTOMER][NEUTRAL] There's also another option to to get it with the claim number but I don't have those so if you can give me the claim number then I can pull them up here on the on the portal.
[AGENT][POSITIVE] OK, that's no problem either.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and may I please have the policy number?
[CUSTOMER][NEUTRAL] It's 01823347 ML8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I was trying to pull that up as well to see.
[AGENT][NEUTRAL] If it could be pulled by the patient control number as well.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] in the amount of $394.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that is for data service of 313 of 25 for [PII].
[AGENT][NEUTRAL] It is showing that no claim is on file for that data service.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] On 5, OK, so then we have to submit one. do you guys prefer electronic claims or we have to mail claims?
[AGENT][NEUTRAL] You can submit them either via the portal, fax or mail.
[CUSTOMER][NEUTRAL] OK perfect um what's the actually no I have it here is the address [PII]?
[AGENT][NEUTRAL] No, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] got it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is attention claims department. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Oh sorry, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so then I'll, I'll send one out for this patient. Um, can you help me with the other 4?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so, um, do you need the member ID number first?
[AGENT][NEUTRAL] Yes, I'm needing the policy number.
[CUSTOMER][NEUTRAL] OK, so that's 02464409.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Day of service and total bill.
[CUSTOMER][NEUTRAL] That's [PII] for $443.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member as well it is showing that no claim is on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then for.
[CUSTOMER][NEUTRAL] The other patient.
[CUSTOMER][NEUTRAL] OK, their member ID number is.
[CUSTOMER][NEUTRAL] 01864005 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Let me give you the correct policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 462-866.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] That is [PII] for $153.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And for the date of service of [PII], no claim is on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have.
[CUSTOMER][POSITIVE] Thank you so much for helping.
[AGENT][NEUTRAL] OK. Is there anything else you needed?
[CUSTOMER][NEUTRAL] Yeah, I have two more claims. Um, the next policy number is 2 I'm sorry 02585113.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 22664.
[AGENT][NEUTRAL] Day of service and total bill.
[CUSTOMER][NEUTRAL] That is [PII] for $474.
[AGENT][NEUTRAL] And that is for [PII] with 474 is the total. It is showing that no claim is on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and the last patient that I have is.
[CUSTOMER][NEUTRAL] Um, member ID number 1458880ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] in the amount of $913.
[AGENT][NEUTRAL] Let me give you the correct policy number for this member as well. Are you ready for that?
[CUSTOMER][POSITIVE] Um, yes, thank you.
[AGENT][NEUTRAL] You're welcome. The policy number is 02.
[AGENT][NEUTRAL] 585114.
[AGENT][NEUTRAL] And for that policy it shows that the effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for the data service of [PII] total bill 913, no claim is on file.
[CUSTOMER][POSITIVE] OK perfect um thank you so much for your help I really appreciate it um is there a reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] For the reference, you will use my first name [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I hope you have a good day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you.