AccountId: 011433970860
ContactId: bebdd553-b619-45e4-9f3e-e24528a17177
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267059 ms
Total Talk Time (AGENT): 81082 ms
Total Talk Time (CUSTOMER): 94474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bebdd553-b619-45e4-9f3e-e24528a17177_20250319T15:50_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]. I'm calling to follow up on a claim submitted with you guys.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, callback number is [PII] and my extension is [PII].
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, I believe this is actually the uh social of the policy holder. um, I have [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And that is actually their policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And may I please have the date of service and total bill that you're calling in for?
[CUSTOMER][NEUTRAL] Yes ma'am, data services 321 24, and the total amount billed was $330.
[AGENT][POSITIVE] Thank you. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] And it does look like when we received that claim on [PII], it was processed on [PII]. That claim number is 357.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3651. It shows that we processed and made a payment in the amount of $131.
[CUSTOMER][POSITIVE] Perfect. And was that paid out on the [PII]?
[AGENT][NEUTRAL] On the [PII]
[CUSTOMER][NEUTRAL] 35
[AGENT][NEGATIVE] It would have been paid out on [PII]. The process date is [PII].
[CUSTOMER][NEUTRAL] On the day it was processed.
[CUSTOMER][NEUTRAL] 3:10. I'm sorry.
[CUSTOMER][NEUTRAL] Oh OK and was that um paper check, uh, electronic deposit?
[AGENT][NEUTRAL] Via check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Paper check, do you by chance have the check number?
[AGENT][NEUTRAL] Yes, the check number is 2031834.
[CUSTOMER][NEUTRAL] 34 perfect and then are you by chance able to fax me over a copy of just the explanation of benefits for this uh claim?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have a fax number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, fax number is [PII].
[AGENT][NEUTRAL] And attention.
[CUSTOMER][NEUTRAL] And I'm sorry?
[AGENT][NEUTRAL] Attention
[AGENT][NEUTRAL] To the attention of
[CUSTOMER][NEUTRAL] Um, you can pay, uh, send it to [PII] my name.
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] [PII], OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Yeah, I can now. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Um, no, ma'am, other than faxing that, that was it. Um, if I can just get the reference number for our call as well, and that'll cover everything.
[AGENT][NEUTRAL] Yes, the reference number would be my first name, [PII], last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your assistance. I appreciate that.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.