AccountId: 011433970860
ContactId: 974f7c1a-d26e-4da1-b58d-f33eb0815cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305320 ms
Total Talk Time (AGENT): 114129 ms
Total Talk Time (CUSTOMER): 79618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/974f7c1a-d26e-4da1-b58d-f33eb0815cdf_20250121T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling for claim status, please.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have 111-828-2.
[AGENT][NEUTRAL] OK, let me just pull this up and if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Uh, what is the patient name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] $1570.50.
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like I'm not showing any claims on file for that date of service, however, um, I don't see.
[AGENT][NEUTRAL] The patient did have a plan with us. It was a different policy number. Let me just double check this one, make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't see anything on the active plan at the time of service. Do you want the active policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so active policy is going to be under 02110267.
[CUSTOMER][NEUTRAL] And what's the active date on that one?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] And it, OK, and it's still and it's current?
[AGENT][NEUTRAL] Mhm. Still active, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this was 10-121, then I could, this claim could have gone to that policy number, right?
[AGENT][NEUTRAL] Yeah, I was active at the time of service. I just don't show anything on file for that data service.
[CUSTOMER][NEUTRAL] OK, let me see where the claim was sent to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If my computer wants to.
[CUSTOMER][NEUTRAL] Work with me?
[CUSTOMER][NEUTRAL] Jesus Christ.
[AGENT][NEUTRAL] It's a Monday for the computers, I think.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] Oh come on.
[CUSTOMER][NEUTRAL] I'm still trying to get in there.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This one was sent to [PII]. Is that correct?
[AGENT][NEGATIVE] No, that's actually incorrect. Let me give you the updated address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it should go to [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And that's American Public Life, right? APL?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, OK. I'll go ahead and get this sent out just so we can get something on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh may I have a reference number, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.