AccountId: 011433970860
ContactId: b71c7794-8609-4924-a6e1-28d892be2817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216919 ms
Total Talk Time (AGENT): 65840 ms
Total Talk Time (CUSTOMER): 112334 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b71c7794-8609-4924-a6e1-28d892be2817_20250128T14:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling for provider office and they're looking for claim status. Could you help with that?
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yup, [PII] is a direct line.
[AGENT][NEUTRAL] Thank you and what is the policy number of the member that you're inquiring claim status for today?
[CUSTOMER][NEUTRAL] 02454125.
[CUSTOMER][NEUTRAL] I have.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII], uh, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for today, [PII]?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] And the total charge amount is going to be 200 and
[AGENT][NEUTRAL] I'm not showing a claim.
[CUSTOMER][NEUTRAL] $237.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Could you verify how you submitted the claim here to American Public Life because I'm not showing the claim on file.
[CUSTOMER][NEUTRAL] Yes, we submitted through paper on [PII]. And the address is [PII].
[AGENT][NEUTRAL] That's correct. However, I'm not showing a claim on file for the data service for that member, [PII]. If you would like, I can give you the payer ID and the fax number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, yeah, sure. One second.
[CUSTOMER][POSITIVE] Yes, I'm ready for the pay already, please. Mhm.
[AGENT][NEUTRAL] The payer ID is 60.
[AGENT][NEUTRAL] 801 [PII].
[CUSTOMER][NEUTRAL] OK, thank you. May I know the member policy effective one term date?
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] This member's policy was active from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] May I have the time to filing limit?
[AGENT][NEGATIVE] There's no timely filing?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] May I have your name spelling?
[AGENT][NEUTRAL] My name is [PII] and today's date is a reference error because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, your name is [PII] May I take your name and today's reference?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Can you repeat yourself?
[CUSTOMER][NEUTRAL] May I take your name and the status reference?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, that's all, man. Thank you so much for patiently brought this information your assistance. Have a great day. Take care. Bye bye now.
[AGENT][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] OK.