AccountId: 011433970860
ContactId: a00df46a-c27a-4003-b304-853f0f3a9659
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451519 ms
Total Talk Time (AGENT): 118840 ms
Total Talk Time (CUSTOMER): 174995 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a00df46a-c27a-4003-b304-853f0f3a9659_20250515T17:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] How can I help you? Yeah, hi, my name is [PII]. Could you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, could you help me out with the claim status?
[AGENT][NEUTRAL] Yeah, I can check claims for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, I can check mine for you. Uh, can I get a good call back number from you first in case we're disconnected? [PII].
[AGENT][NEUTRAL] Thank you. And then what was that policy number, please?
[CUSTOMER][NEUTRAL] And then what was that policy number, please? 023359-00. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] OK, and what was the name and date of birth for the members? Yeah, it's A [PII].
[CUSTOMER][NEUTRAL] rem and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that. What was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Thank you for verifying that. What was the date of this for this time, please? [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes.
[AGENT][NEUTRAL] OK, and then what was that bill amount, please?
[CUSTOMER][NEUTRAL] And then what was that bill amount, please? $7,629 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I don't have any claims on file for that date of service, [PII].
[CUSTOMER][NEUTRAL] OK, I don't have any claims on file for that. No lip on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Sure. Just a moment.
[CUSTOMER][NEUTRAL] Can I get the payer ID?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] Sorry, pay your name?
[CUSTOMER][NEUTRAL] It is 60801. Can I get the payer name?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Can I get the payer phone number?
[AGENT][NEUTRAL] Uh, our phone number?
[CUSTOMER][NEUTRAL] Uh, our phone number
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] I got it. Yeah, yeah, I got it. [PII]. Yes, I got it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I get the pay ID?
[AGENT][NEUTRAL] 60801
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Can I get the claim address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] So is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Could you repeat the ZIP code?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the group name?
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That is Palm Beach Pediatrics.
[CUSTOMER][NEUTRAL] Could you repeat it? OK.
[AGENT][NEUTRAL] PA
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Could you repeat it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Yes, could you repeat it? Palm Beach Palm Beach, right?
[AGENT][NEUTRAL] That is Palm Beach Pediatrics, PA.
[AGENT][NEUTRAL] Palm Beach Pediatrics, PA.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] May I know that uh group number?
[AGENT][NEUTRAL] 24,210.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] What is the plan type?
[AGENT][NEUTRAL] This is a secondary medical policy.
[CUSTOMER][NEUTRAL] This is a secondary.
[CUSTOMER][NEUTRAL] Secondary medical
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is the affected date?
[AGENT][NEUTRAL] That was [PII] and it is currently uh well this number, give me just a moment let me see if this number is still active.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Of [PII] and it is currently oh well this number give me just a minute let me see if there's that.
[AGENT][NEUTRAL] So this number is no longer active under this policy, um, terminated [PII].
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] When was it it was ended on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What is the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Can I get the call reference?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] That would be my
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, thanks for providing the information. Have a great day.
[AGENT][POSITIVE] Of course, thanks for calling you too bye bye.