AccountId: 011433970860
ContactId: a7480acd-3b04-4434-8f0f-3857467b2b4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185690 ms
Total Talk Time (AGENT): 67707 ms
Total Talk Time (CUSTOMER): 63553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a7480acd-3b04-4434-8f0f-3857467b2b4f_20250318T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you for calling American publicly.
[CUSTOMER][NEUTRAL] Sorry, what's your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] I'm doing good how about you?
[CUSTOMER][NEUTRAL] I'm good thank you. I was calling to see if I could speak to um someone regarding claims please.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said Ay?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh, OK. Thank you. And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02450225 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] And are you calling from the provider's office, agent office or broker's office?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Papa Papa, I think [PII].
[AGENT][NEUTRAL] And you said that you're calling in for status of a claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] and the total amount was $1,011 even.
[AGENT][POSITIVE] Thank you. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the claim it does show that we processed it on 130 of 25. That claim number is 3557884. The claim processed and denied for the.
[AGENT][NEUTRAL] Primary EOB.
[CUSTOMER][NEUTRAL] OK, that's what I was calling. Is there a way I could fax that primary EOB or that has to be mailed?
[AGENT][NEUTRAL] No, you can submit it via fax. Are you ready for the fax number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942-3 and that is attention claims department.
[CUSTOMER][NEUTRAL] OK. Now, my next question. You don't need the claim form again, right? You just need the EOB?
[AGENT][NEUTRAL] Yes, we just need the EOB.
[CUSTOMER][NEUTRAL] And the prime, OK, just wanna make sure.
[CUSTOMER][NEUTRAL] Alright, do you give reference numbers?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you very much for your help you have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.