AccountId: 011433970860
ContactId: b9370b2c-e914-4beb-a777-9f609df936c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242800 ms
Total Talk Time (AGENT): 88300 ms
Total Talk Time (CUSTOMER): 84886 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b9370b2c-e914-4beb-a777-9f609df936c8_20250219T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for Florida Women Care LLC to check on your time status. And please be informed that this call is being recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, could you spell your name for me please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] That is [PII] and there is no extension.
[AGENT][NEUTRAL] And may I have the policy number please?
[CUSTOMER][NEUTRAL] OK, that is 02224472 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And how may I assist you?
[CUSTOMER][NEUTRAL] I need to check the claim status.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And that policy number was 02224472.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII] and the bill amount is $284.43.
[AGENT][POSITIVE] Thank you and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service is [PII]. total bill charged 28443. No claim is on file for this member.
[CUSTOMER][NEUTRAL] OK, give me a moment. OK, for the same date of service, do you have a claim for the build amount uh $660 even?
[AGENT][NEUTRAL] No claim is on file for that total amount either.
[CUSTOMER][NEUTRAL] OK, thank you. And could you please verify the patient eligibility?
[AGENT][NEUTRAL] It is showing that this member is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] I'm still active as a primary or secondary?
[AGENT][NEUTRAL] This is their secondary insurance.
[CUSTOMER][NEUTRAL] OK. And may I know the claim mailing address?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And also may I know the payer ID?
[AGENT][NEUTRAL] The electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, thank you. And may I know the timely filing limit for the claim submission?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. And may I know which mode of claim submission do you have preferred through mail or payer ID?
[AGENT][NEUTRAL] You can submit it via mail, fax, or our secured portal.
[CUSTOMER][NEUTRAL] OK. Thank you. And may I know the call reference number?
[AGENT][NEUTRAL] The call reference would be my first name [PII] spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you. And thank you for your assistance. You have a great day.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, Rose. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye.