AccountId: 011433970860
ContactId: 99aa5690-5f5b-437e-9912-814779ceda5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377079 ms
Total Talk Time (AGENT): 115176 ms
Total Talk Time (CUSTOMER): 170191 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/99aa5690-5f5b-437e-9912-814779ceda5e_20250408T20:42_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, good afternoon. This is [PII]. I'm calling from provider office Jackson Memorial Hospital. I'm looking on a claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] It starts with 01523448 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] The callback number is gonna be [PII]. It would be a direct line. Could you please spell out your name for me? I couldn't be able to get it earlier.
[AGENT][NEUTRAL] It's [PII], last initial is [PII]
[AGENT][NEUTRAL] May I have the
[CUSTOMER][POSITIVE] Thank you very much for spell out your name, [PII].
[AGENT][NEUTRAL] You're welcome. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name of the patient is [PII]. Last name is [PII]. She was born on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Get this pulled up. May I have the date of service?
[CUSTOMER][NEUTRAL] It was billed for trade-off service uh [PII] with the total charge amount of $3,921 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And as of today, I'm not showing we have received data service 37-2024. Would you like to fax it over?
[CUSTOMER][POSITIVE] Thank you worry.
[CUSTOMER][NEUTRAL] I will resubmit the claim. Uh, could you please uh verify the policy whether it was active, uh, during your service or not?
[AGENT][NEUTRAL] Oh yes. Policies effective [PII] policy term.
[AGENT][NEUTRAL] 41 [PII]. It was active in time of service.
[AGENT][NEUTRAL] And let's see, the policy is still active today.
[CUSTOMER][NEUTRAL] And the pay rate would be 60801. Am I right?
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] The mailing address would be [PII] I mean [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, do you have fax, fax option to submit the claim?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very much, [PII], and I do have one more patient information with me. Just a second, let me provide you with the next member ID.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] I just wanna be on one.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The time had uh filled with the mental health.
[CUSTOMER][NEUTRAL] We would want to to. We have some of the direct or do we have to follow to call someone.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it starts with 02212315 M like Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] And the patient's first name is [PII].
[CUSTOMER][NEUTRAL] The date of birth would be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It was reported for data service uh [PII] with the total charge amount of $97,505.90.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm not showing that claim being received as of today.
[CUSTOMER][NEUTRAL] Uh, thank you very much. We'll refund this claim as well. And before that, may I know the time fi will need to uh submit a claim.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] So whenever you processed by primary we can submit it along with the explanation of benefit from the primary payer around right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, could you please provide me the policy effective and termination date for me, uh, [PII], for this patient.
[AGENT][NEUTRAL] Policy, yes, policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] It's still active, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, I'll be
[CUSTOMER][POSITIVE] Thanks a lot for providing me all the information, uh, [PII], that's it for today. Yes, you may provide me the code reference number for our conversation, then we'll.
[AGENT][NEUTRAL] The call reference will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you very much for assisting me very patiently, [PII]. Have a wonderful rest of your day. Take care. Bye-bye.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.