AccountId: 011433970860
ContactId: b1aa3346-3fe9-48e9-b3de-d1dfc7d1e4f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286320 ms
Total Talk Time (AGENT): 121235 ms
Total Talk Time (CUSTOMER): 82854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b1aa3346-3fe9-48e9-b3de-d1dfc7d1e4f1_20250217T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of provider's office to check on a claim status. How are you doing today?
[AGENT][NEUTRAL] All right. All right. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] OK, [PII]. And what's the phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My best callback number is [PII] with no extension.
[AGENT][NEUTRAL] All right. May I have the policy number you're calling on [PII]?
[CUSTOMER][NEUTRAL] Yes, one moment, please.
[CUSTOMER][NEUTRAL] The policy number is 950.
[CUSTOMER][NEUTRAL] 146213.
[AGENT][NEUTRAL] All right. And may I have the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, now you did.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now you did say that policy number was 950146.
[CUSTOMER][NEUTRAL] 213.
[AGENT][NEUTRAL] Give me the policy number again.
[CUSTOMER][NEUTRAL] Oh sorry, the policy.
[AGENT][NEUTRAL] Yeah, OK, cause you gave me the.
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 1,352,770.
[AGENT][NEUTRAL] All right. Give me one second to look that up.
[AGENT][NEUTRAL] All right. C P R T Q and the insured name is [PII], correct?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry? Yes.
[AGENT][NEUTRAL] I said the insured name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. I do see him.
[AGENT][NEUTRAL] And you're looking for claim status on this patient, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] Day of service [PII] on [PII]. We do not have a claim. I can give you our fax number to fax over a claim to our office if you need the fax number to fax over a claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You ready for the fax number?
[CUSTOMER][NEUTRAL] Yes, basically, I'm here.
[AGENT][NEUTRAL] OK, our fax number is 877365.
[AGENT][NEUTRAL] 942-3, put attention claims department.
[CUSTOMER][NEUTRAL] OK. Could you please verify the mailing address?
[AGENT][NEUTRAL] OK, yes, sir. Our mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. May I know the pay address?
[CUSTOMER][NEUTRAL] Or payer ID, payer ID.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's 60801, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. May I know the timely filing limit?
[AGENT][NEUTRAL] There's no time limit in filing a claim.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference number?
[AGENT][NEUTRAL] You're gonna use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thanks for your assistance, [PII]. Have a great day.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life, [PII], and you have a wonderful day. If there's anything else we need to help you with, just give us a call back. Bye-bye.
[CUSTOMER][NEUTRAL] OK.