AccountId: 011433970860
ContactId: a2cd249b-b853-456b-9e21-91a4cfb1322d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218429 ms
Total Talk Time (AGENT): 83812 ms
Total Talk Time (CUSTOMER): 61522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a2cd249b-b853-456b-9e21-91a4cfb1322d_20250512T17:06_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 [PII], my name is [PII]. I'm calling from a provider's office. I was trying to get some information on the claim line.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02150702
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII] [PII].
[AGENT][NEUTRAL] You're calling in regards to the status of claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 122 of 25.
[CUSTOMER][NEUTRAL] And let me just open it up $2,206 even.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I did pull that claim up and it does look like we made a payment of 15457.
[CUSTOMER][NEUTRAL] OK, um, how was that made?
[AGENT][NEUTRAL] It is showing via check. Are you ready for that check number?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] That check number is showing as 202.
[AGENT][NEUTRAL] 8722.
[CUSTOMER][NEUTRAL] OK, can I confirm where that was sent to you and can you tell me if it's outstanding still or if it's been cashed?
[AGENT][NEUTRAL] Let me pull that information up for you.
[AGENT][NEUTRAL] And could you verify that mailing address please?
[CUSTOMER][NEUTRAL] Yeah, it should be UC Health at [PII] in [PII].
[AGENT][NEUTRAL] Yes, and it does show that it was cleared and the clear date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, are you able to um send me a copy of an EOB by chance?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Yeah, 970.
[CUSTOMER][NEUTRAL] 4904391
[AGENT][NEUTRAL] OK, I will get that submitted over to you and you also have the option to go on that portal and you will be able to download the EOB as well. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that was it, just a call reference number and then just your name one more time.
[AGENT][NEUTRAL] The call reference, it will be my first name [PII], which is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Cool thank you so much have a good rest of your week.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Yeah