AccountId: 011433970860
ContactId: a615be9e-cf05-453a-9c4d-7f41a3cfdf86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250779 ms
Total Talk Time (AGENT): 69688 ms
Total Talk Time (CUSTOMER): 80366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/a615be9e-cf05-453a-9c4d-7f41a3cfdf86_20250415T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm looking for status of a secondary claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, let me get that.
[CUSTOMER][NEUTRAL] 01992301
[AGENT][NEUTRAL] OK, thank you. And that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and you have the date of service?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] And [PII] was the patient?
[CUSTOMER][NEUTRAL] No, actually, the patient was [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I'm sorry, can you give me that data service one more time? Is that 38-20-23?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, I don't have a claim on file for that data service. Let me see if this.
[AGENT][NEUTRAL] Yeah, I don't show it on file for her, for that date.
[CUSTOMER][NEUTRAL] Yeah, we've been trying to.
[CUSTOMER][NEUTRAL] We've been trying to submit it several times now.
[CUSTOMER][NEUTRAL] Uh, we've been submitting it electronically to payer ID 64556. Is that the correct payer ID?
[AGENT][NEUTRAL] Um, no, it's 60801.
[CUSTOMER][NEUTRAL] Oh, OK. 60801.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it's the plan name American Public Life.
[AGENT][NEUTRAL] Yes, that's correct. And then um we have a fax too if you're interested in that.
[CUSTOMER][NEUTRAL] Oh, OK, great, go ahead, um, with that.
[AGENT][NEUTRAL] Uh, fax number is [PII].
[AGENT][NEUTRAL] And these plans don't have any timely filing, so you, you have plenty of time to still submit it, so.
[CUSTOMER][NEUTRAL] All right, great. uh, do you have a a mailing address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, great, [PII], can I get a call reference number?
[AGENT][NEUTRAL] Um, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, thank you so much I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great afternoon.
[CUSTOMER][POSITIVE] All right thank you you too bye bye.