AccountId: 011433970860
ContactId: c0b300d1-185e-4e6c-908c-e7cf71ce8fd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218500 ms
Total Talk Time (AGENT): 114202 ms
Total Talk Time (CUSTOMER): 76441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c0b300d1-185e-4e6c-908c-e7cf71ce8fd5_20250206T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, hello [PII]. My name is [PII] calling from [PII], and I'm calling to check the status of a medical bill, please, uh, medical claim.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 02446533.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] In total build amount.
[CUSTOMER][NEUTRAL] It was $5,096.
[AGENT][NEUTRAL] Thank you for future reference you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Yes, I actually was trying to register for that website, but it's telling me that um saying no user file for the information that was entered. I'm not sure if it is the issue with our tax ID.
[AGENT][NEUTRAL] One moment, let me get this pulled up and then I'll go check and verify your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do not see any claims being received for data service 619.
[AGENT][NEUTRAL] As of today, so it's not on file. So the information that they're requesting from you.
[AGENT][NEUTRAL] Is what information is the system asking?
[CUSTOMER][NEUTRAL] It's asking for the tax ID and the patient's account number.
[AGENT][NEUTRAL] Now the patient account number, would this be a 1500 form or the hospital UB?
[CUSTOMER][NEUTRAL] 1500.
[AGENT][NEUTRAL] OK, so that would be the number down in the box, um.
[AGENT][NEUTRAL] I don't have a 15 in front of me, but it's the number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it 32 or 33?
[CUSTOMER][NEUTRAL] And about 2.
[AGENT][NEUTRAL] It's down on the bottom.
[CUSTOMER][NEUTRAL] Or is it 26?
[AGENT][NEUTRAL] It's that number that's down on the bottom, the patient account number. I just don't have a form in front of me to verify which box.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm it's box 26 but yeah that's not working either so uh yeah I'm not sure, but can you confirm the address that the bill should be sent to?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. It should go to [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, we have the right address.
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. Is there a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII] for your help.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same bye.