AccountId: 011433970860
ContactId: aaa5c515-7055-4c15-ad08-d9925d9a585b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386929 ms
Total Talk Time (AGENT): 117680 ms
Total Talk Time (CUSTOMER): 130754 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/aaa5c515-7055-4c15-ad08-d9925d9a585b_20250220T15:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from the provider's office to check on the claim status.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can help you with that [PII]. Could I get a call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, policy number you're calling on?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Yes, it's uh.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] 6080. OK, that's not the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the payer ID.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] We are and.
[CUSTOMER][NEUTRAL] OK, so the policy number is not available over here.
[AGENT][NEUTRAL] The policy number is not available.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]. It's uh [PII]
[AGENT][NEUTRAL] What is the patient's last name?
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Sir [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] COP, do you have a social for the patient?
[CUSTOMER][NEUTRAL] I don't have the social.
[AGENT][NEUTRAL] OK, let me keep looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm going to need more information to pull up the patient. You don't have the last 4 of the patient?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's the last four of the social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find them.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And what is his date of birth?
[AGENT][NEUTRAL] One more time.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Uh, the date of birth of the patient one more time, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, and you did say you were calling for status of a claim. What is the date of service?
[CUSTOMER][NEUTRAL] The services on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $13,193.25.
[AGENT][NEUTRAL] 13,000
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the date of service one more time? I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, no, no, I'm really sorry. The date of service is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I made
[AGENT][NEUTRAL] OK, I do not show we have a claim for [PII] for 13,000.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know your payer ID or mailing address?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What was the mailing address again? This is uh tell me the mailing address again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. May I know the time finding limit to some the claim?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK. And um could you please check if the member is active for the data studies.
[AGENT][NEUTRAL] The policy was active at the time of service.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK, thank you so much. Actually, claim was billed to the wrong mailing address. That's the reason you're unable to see the claim. So we will be billing to the correct mailing address which you have provided right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all for today.
[AGENT][POSITIVE] Oh, OK. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah