AccountId: 011433970860
ContactId: a8234b74-d251-4453-b9fb-de3b7c267a84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404100 ms
Total Talk Time (AGENT): 104248 ms
Total Talk Time (CUSTOMER): 124557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/a8234b74-d251-4453-b9fb-de3b7c267a84_20250527T13:00_UTC.wav
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[AGENT][NEUTRAL] Uh, APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the providers of checking on the claim status.
[AGENT][POSITIVE] Sure, Sunshine, I can assist you with that.
[CUSTOMER][NEUTRAL] Yeah, your, uh, name is?
[AGENT][NEUTRAL] [PII]. Can I have a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to check the status of the claim for today and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, uh, member ID 01877135 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, Sunshine. What is that member's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the member's name is uh [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Yeah. The date of service is.
[CUSTOMER][NEUTRAL] Uh, [PII], total charge amount is $394 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, after [PII], uh, yeah, [PII].
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII]. Could you verify how you submitted that claim over to American Public Life?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And how was it?
[CUSTOMER][NEUTRAL] Oh yeah, the submitted as uh paper. Uh, the mailing address is [PII]. OK. Uh, the ZIP code [PII].
[AGENT][NEUTRAL] Unfortunately I'm not showing a claim on file so you may wanna send that claim back over to us. We have our electronic pay ID and a.
[AGENT][NEUTRAL] Fax number if you would like it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And your mem uh effective dates, member, effective date, please.
[AGENT][NEUTRAL] [PII], this policy has been active.
[AGENT][NEUTRAL] Since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. May I know the pay ID and timely filing, please?
[AGENT][NEUTRAL] There is no timely filing and the payer ID is 60801. That's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And bear with me.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, I have one more claim. The next member ID.
[AGENT][NEUTRAL] For the same member or a different member?
[CUSTOMER][NEUTRAL] Yeah, different members.
[AGENT][NEUTRAL] What is the payer, the policy number?
[CUSTOMER][NEUTRAL] Yeah, please bear with me.
[CUSTOMER][NEUTRAL] Searching
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The next policy number 01481848 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The patient's name.
[CUSTOMER][NEUTRAL] The patient name and date of birth is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The date of service is uh [PII]. Total charge amount is $221 even.
[AGENT][NEUTRAL] So this is the same data service as the last?
[AGENT][NEUTRAL] Insured [PII] as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member effectivate please.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, same mailing at the same payer ID, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know there is no TFL, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. May I know the spell out your name once?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Your last initial to your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh call reference number for this, sir?
[AGENT][NEUTRAL] We don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK. I mentioned it today this date.
[AGENT][NEUTRAL] Yes, today's date, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No. Thank you so much. Thank you for providing this information. Have a great day and bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Sunshine. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Way.