AccountId: 011433970860
ContactId: a9e33907-915c-4eaa-955e-b240ab7535d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379299 ms
Total Talk Time (AGENT): 93246 ms
Total Talk Time (CUSTOMER): 151041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/a9e33907-915c-4eaa-955e-b240ab7535d7_20241230T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Mercy Hospital status.
[AGENT][NEUTRAL] OK, you're calling for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and um we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect and your uh the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number with you need member ID, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What do you have? Let me see what you have.
[CUSTOMER][NEUTRAL] Uh, we have member ID, tax ID, and PID.
[AGENT][NEUTRAL] OK, uh, give me the number.
[CUSTOMER][NEUTRAL] It's 01, it's member ID 01835841.
[AGENT][NEUTRAL] OK, patient's name?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and data service for the claim?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, I'm sorry, can you pull your mic away from your mouth?
[CUSTOMER][POSITIVE] Uh, sorry for that. Sorry for that.
[AGENT][NEUTRAL] It's OK. It keeps popping in my ear. I'm so sorry. So did you say [PII]?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] It's [PII] as an observation.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And how much was the claim for?
[CUSTOMER][NEUTRAL] $339,614.70.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not showing a claim for that amount for that data service.
[CUSTOMER][NEUTRAL] All right. We have submitted the claim on [PII]. Uh sorry, sorry for that, uh, [PII] and I'm letting you know so.
[CUSTOMER][NEUTRAL] The payer ID is 81,400.
[AGENT][NEUTRAL] OK, see 98.
[AGENT][NEUTRAL] Oh yeah, we never received it and our payer ID is 60801.
[CUSTOMER][NEUTRAL] Uh, what's your payer ID?
[AGENT][NEUTRAL] 608.
[CUSTOMER][NEUTRAL] 608. Mhm.
[AGENT][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 01. All right. Could you please help me with the effective date and um date of this number?
[AGENT][NEUTRAL] Sure, effective [PII].
[AGENT][NEUTRAL] And termed on 12-124.
[CUSTOMER][NEUTRAL] Hm 12
[CUSTOMER][NEUTRAL] 12 1 18.
[AGENT][NEUTRAL] 19?
[CUSTOMER][NEUTRAL] Mhm. And uh.
[CUSTOMER][NEUTRAL] Terminated on.
[AGENT][NEUTRAL] [PII] of [PII].
[CUSTOMER][NEUTRAL] It's already terminated, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, what is your mailing address?
[AGENT][NEUTRAL] Our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip is zip is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, just a moment.
[CUSTOMER][NEUTRAL] Mhm. OK. So,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is that correct? TSL?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Family filing limit?
[AGENT][NEGATIVE] We do not have timely.
[CUSTOMER][NEUTRAL] For submitting the claim.
[CUSTOMER][NEUTRAL] The timely spending limit for submitting the claim.
[AGENT][NEGATIVE] We do not have timely.
[CUSTOMER][POSITIVE] You do not have any time, we can submit it any time.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] The claim?
[CUSTOMER][NEUTRAL] Right. Uh, next is their ID you told me, right?
[CUSTOMER][POSITIVE] Mailing address I great.
[CUSTOMER][NEUTRAL] Could you please help me with your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] All right, [PII]. Uh, do you see any other insurance that patient is having other than American Public Life? No?
[AGENT][NEUTRAL] No. No.
[AGENT][NEUTRAL] No, I cannot. Mm mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Uh just a moment.
[CUSTOMER][NEUTRAL] All right, could you please help me with the call reference number?
[AGENT][NEUTRAL] It's just my name.
[CUSTOMER][NEUTRAL] Yeah, your name [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's it, just my name.
[CUSTOMER][POSITIVE] That's it. All right, thank you, [PII] for the information. Have a nice day.
[AGENT][POSITIVE] You do the same thank you for calling APL have a great rest of your day.