AccountId: 011433970860
ContactId: b8019778-e91a-45b7-b2d9-8b9986a15926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242300 ms
Total Talk Time (AGENT): 55116 ms
Total Talk Time (CUSTOMER): 84819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b8019778-e91a-45b7-b2d9-8b9986a15926_20250507T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that is [PII] and it is a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] That is going to be 1554933.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] built amount for $11 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have a claim for that date of service, but it's only for 4227.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes. Uh sorry, I missed out.
[AGENT][NEUTRAL] OK, um, looks like we received it.
[CUSTOMER][NEUTRAL] I am one, I am, yeah.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK, OK, OK. Please go ahead.
[AGENT][NEUTRAL] Claim was received 224-25, processed 227-25.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We need a primary explanation of that.
[CUSTOMER][NEUTRAL] Actually we have recently submitted a claim.
[CUSTOMER][NEUTRAL] Yes, actually, we have recently submitted a claim on [PII].
[CUSTOMER][NEUTRAL] Uh, with that as primary UB, can you please double check that if it is written in your end?
[AGENT][NEUTRAL] I, I don't show that we've received it. Can you resubmit that again?
[CUSTOMER][NEUTRAL] OK, you're stating that there is no claim visit on or after [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. That's grateful.
[CUSTOMER][NEUTRAL] OK. Anyway, you're stating, OK, I can understand your concern. And now, can you please make sure the effective date and term date of the patient's policy?
[AGENT][NEUTRAL] Effective date is.
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII] to select. OK. Just to make sure the payer ID 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Mailing address is [PII] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And there is no time limit to submit a new claim to American Public Life.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. Can I have the call with the loan, please?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Can you please spell it?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. That's great. And can I have the, and your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. So sweet. That's all for the day. Bye. Great day, take care.
[AGENT][POSITIVE] Thanks for calling APL you as well bye bye.