AccountId: 011433970860
ContactId: 9dbb620e-7a47-469b-b83e-1bf1c4059bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259839 ms
Total Talk Time (AGENT): 83720 ms
Total Talk Time (CUSTOMER): 108151 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/9dbb620e-7a47-469b-b83e-1bf1c4059bc2_20250207T17:14_UTC.wav
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[AGENT][NEUTRAL] calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] from provider's office. I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII] and this is a direct line.
[AGENT][NEUTRAL] OK. May I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 1129521.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name is [PII]. Last name is uh [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say you were calling for status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's uh [PII], but the bill charge of $16 even.
[CUSTOMER][NEUTRAL] And may I have your name, please?
[AGENT][NEUTRAL] My name is [PII]. I do not show we've received the claim for [PII].
[CUSTOMER][POSITIVE] Uh, sorry, I apologize. It's [PII]. I'm really sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not on file. And uh may I have the policy effective date for this patient?
[AGENT][NEUTRAL] Policy effective [PII].
[AGENT][NEUTRAL] Policy term on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I have your payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 608-601.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. And uh your mailing address for some the claims?
[AGENT][NEUTRAL] Smelling
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] The timely filing for submitted the claim?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] And the call reference?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, actually, I do have another claim for the same patient.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I do not show we have [PII] on file.
[CUSTOMER][NEUTRAL] OK. Uh, I do have another data services. Just give me a moment.
[CUSTOMER][NEUTRAL] The next member uh data services [PII].
[AGENT][NEUTRAL] [PII] not on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The next data service is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], not on file.
[CUSTOMER][NEUTRAL] Uh, I do have a last member, uh, I, sorry, data service which is [PII].
[AGENT][NEUTRAL] [PII], not on file.
[CUSTOMER][POSITIVE] Thank you for the confirmation. And thank you so much for that. Have a great day. Bye-bye. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful weekend. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye.