AccountId: 011433970860
ContactId: b9a46675-808a-402f-bfcc-ac88dbcdd5e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366299 ms
Total Talk Time (AGENT): 133624 ms
Total Talk Time (CUSTOMER): 96301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/b9a46675-808a-402f-bfcc-ac88dbcdd5e3_20250610T15:02_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] Hey, [PII], hi, this is [PII] from the doctor's office. How are you doing?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing great, thanks for asking, [PII]. [PII] have a claim for a patient. I'm just trying to check if you received it and, you know, that was processed.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with an extension of [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02239995.
[AGENT][NEUTRAL] That was 0239995.
[CUSTOMER][NEUTRAL] No, it's 022. So there are 22.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] 49995.
[AGENT][NEUTRAL] OK. I'm hoping I heard it right, the phone keeps going out. It is 02239995.
[CUSTOMER][NEUTRAL] Because like
[AGENT][NEUTRAL] OK. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh this is uh [PII], date of birth of [PII].
[AGENT][NEUTRAL] And you're calling to see if we have received the claim for this member. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Dollar charges are.
[CUSTOMER][NEUTRAL] $790 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And may I please have one of the codes that's listed on that claim?
[CUSTOMER][NEUTRAL] Mm just a second.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 99396.
[CUSTOMER][NEUTRAL] A preventive visit
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Office 99214.
[AGENT][NEUTRAL] OK, so for that claim, I'm not seeing the claim on file with those codes listed.
[AGENT][NEUTRAL] Let me check
[CUSTOMER][NEUTRAL] The payer ID is 64556, is this correct ID?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] You're trying to see if that is the correct.
[AGENT][NEUTRAL] Electronic career ID for us and that is 64556. It will go to benefit on a card first and once they're done it would transfer over to us.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh, OK. So how can we check if?
[CUSTOMER][NEGATIVE] It was been received or not.
[AGENT][NEUTRAL] You would contact benefit in a card. Would you like their number first?
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] That number is 1-800-833.
[AGENT][NEUTRAL] [PII]. You can check to see if they have received that claim, but you can also go ahead and let them know that you have already spoken with American Public Life and it's not listed on file for us and you would just verifying if they had received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is the patient eligible for the 0 service?
[AGENT][NEUTRAL] For the data service of 723-24, it does show that the member was active at the time of service.
[CUSTOMER][NEUTRAL] Uh, we have an expected date for documentation?
[AGENT][NEUTRAL] Could you repeat that please?
[CUSTOMER][NEUTRAL] Do you have an effective date for documentation?
[AGENT][NEUTRAL] The effective date is showing [PII] and currently active.
[CUSTOMER][NEUTRAL] Are you the primary just for documentation?
[AGENT][NEUTRAL] We're considered coverage for their medical, they may have other insurance we wouldn't know.
[CUSTOMER][POSITIVE] Great. And um tell me the address to submit claim as well.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is it, what is the family calling?
[AGENT][NEGATIVE] We have no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] help me with the uh call reference number for documentation.
[AGENT][NEUTRAL] Yes, the call reference is my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] Uh, can you spell me your name if you don't mind?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[CUSTOMER][POSITIVE] Sure. Thank you and I hope you have a great day.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye