AccountId: 011433970860
ContactId: a7eaf440-b834-413c-bd10-3245515fbbf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186570 ms
Total Talk Time (AGENT): 61516 ms
Total Talk Time (CUSTOMER): 80080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a7eaf440-b834-413c-bd10-3245515fbbf4_20250128T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm looking for the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, patient policy number is 02496 02497618.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that. And then what is the date of service?
[CUSTOMER][NEUTRAL] Date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the build amount?
[CUSTOMER][NEUTRAL] Bill amount is $520. Actually, the thing is, uh, initially we submit the claim to the Aetna and Aetna applied to our deductibles of $451 and uh we submitted as we can see that uh American Public Life is a secondary, so we submitted claim with the EOB.
[AGENT][NEUTRAL] Alright, so for the difference of the 520 and the 451?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no. Uh, only, uh, we submit a claim as a total charge amount that is $520 even.
[AGENT][NEUTRAL] All right, let me take a look.
[CUSTOMER][POSITIVE] Along with the primary U, yeah, take your time.
[AGENT][NEUTRAL] And it was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Claim not on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I know the mailing address?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEGATIVE] No timely planning, OK.
[CUSTOMER][NEUTRAL] And uh [PII], could you please provide me the card reference number?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for helping me today and have a wonderful day. Bye for now.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.