AccountId: 011433970860
ContactId: a6ce9cb2-cc4f-4e5e-bb6a-5dc2cfa7f519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270829 ms
Total Talk Time (AGENT): 94627 ms
Total Talk Time (CUSTOMER): 74153 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/a6ce9cb2-cc4f-4e5e-bb6a-5dc2cfa7f519_20250305T19:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from provider's office regarding claim status.
[AGENT][NEUTRAL] May I have a callback number, please?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number 1018.
[CUSTOMER][NEUTRAL] 13065 M as in Mike L as in Lima H.
[AGENT][NEUTRAL] That was 01813065. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for status. May I have a date of service and total bill?
[CUSTOMER][NEUTRAL] Last service on [PII] with the total charge $1700 even.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. 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][NEUTRAL] Oh
[AGENT][NEUTRAL] And you did say it was $1750?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, it's just $1700 even.
[AGENT][NEUTRAL] 0 700 thank you.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And it does look like we received that claim in several times.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna pull up the first receipt claim that we received in.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So we first received the claim in on [PII]. It was processed on [PII]. That claim number is 35.
[AGENT][NEUTRAL] 39561. The claim processed and it showed it made a payment in the amount of $556.47. The other claims that we received in actually denied as a duplicate of the previous submitted claims.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, it's telling me, can you fax the UOB?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] It's just not that good.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Fax number [PII] and you can use my name as attention.
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, OK, that will be all for today. Before we winding up, can I get the reference number for the call?
[AGENT][NEUTRAL] The reference would be my first name [PII], last initial of [PII] and today's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK then thank you so much for that. You have a nice rest of the day. Bye bye.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life, have a great day as well.