AccountId: 011433970860
ContactId: b028536c-b487-43cd-b8af-0e682c0bba6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510649 ms
Total Talk Time (AGENT): 153978 ms
Total Talk Time (CUSTOMER): 209335 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b028536c-b487-43cd-b8af-0e682c0bba6e_20250213T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Li. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Your voice is breaking. Can you please repeat your name for me, please?
[AGENT][NEUTRAL] Money
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office to check the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Policy number 1070427.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member's first name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Date of service is 1 2nd.
[CUSTOMER][NEUTRAL] It's [PII] with the bill amount of $46,688 even.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. This process under claim number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 355-0927. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This claim process.
[CUSTOMER][NEUTRAL] May I know when did you receive this link?
[AGENT][NEUTRAL] 1 10 2025.
[CUSTOMER][NEUTRAL] OK, when it is processed.
[AGENT][NEUTRAL] 115 2025.
[CUSTOMER][NEUTRAL] We have already submitted the claim on, uh, we have submitted it twice, first, we have submitted it on [PII] and then we have submitted again it on once again. [PII]. Uh, we submitted it uh through fax. Uh, fax number is [PII] and the mailing address I have here is [PII].
[CUSTOMER][NEUTRAL] [PII]. Can you please tell me whether it is, OK. May I know, can you please check in?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Checking history, one moment.
[AGENT][NEUTRAL] And I'm not showing any fax that's being received?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] This was received [PII]. We have nothing received since [PII] on this file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we need to submit it again, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] May I have your fax number, please, if you don't mind?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][NEUTRAL] OK. I need a claim, uh mailing address also.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Can you please uh spell it?
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, it's OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] The abbreviation is OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can I have a call, what is the timely filing limit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] Call reference number, please.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Are you able to help me with a few more claims?
[AGENT][NEUTRAL] One moment, is it for the same member?
[CUSTOMER][NEUTRAL] I'll let you know once again.
[CUSTOMER][NEUTRAL] Just stay on the line for me 1 2nd. I'm sending it.
[CUSTOMER][NEUTRAL] To my international.
[CUSTOMER][NEUTRAL] Just give me a minute, please. I'm almost done.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. The next one is for a different provider and uh different member as well.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 02514350
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The member's first name is [PII], last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. May I have the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] with the bill amount of.
[CUSTOMER][NEUTRAL] 6 $6,944.65.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And that was 10-132024?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 3888
[AGENT][NEUTRAL] And as of today, I'm showing we have no data service for 10-13-2024.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's 103. It is, uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] This processed under claim number?
[AGENT][NEUTRAL] 3542358. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] We have already submitted it again.
[AGENT][NEUTRAL] OK. And I'm
[CUSTOMER][NEUTRAL] On, oh, we submitted it twice. This is also on [PII] and
[CUSTOMER][NEUTRAL] On one second.
[CUSTOMER][NEUTRAL] [PII], with the, one second.
[CUSTOMER][NEUTRAL] Same fax number [PII]. Is this yours?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please check and let me know if you get it or not?
[AGENT][NEGATIVE] It has not been received as of today.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. OK, just a second.
[CUSTOMER][NEUTRAL] So this is the same uh mailing address and same.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Fax number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for your assistance. Have a great day. Bye for now.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.