AccountId: 011433970860
ContactId: c21a0a9f-61c3-4d82-9fef-f3aa111cbff1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187399 ms
Total Talk Time (AGENT): 58442 ms
Total Talk Time (CUSTOMER): 123126 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c21a0a9f-61c3-4d82-9fef-f3aa111cbff1_20250612T14:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII], and I'm calling from the provider's office to check on the claim status. Can you please help me with that?
[AGENT][NEUTRAL] Sure, can I get a callback number?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII]. It's a direct line phone number, no extensions.
[AGENT][NEUTRAL] Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Oh, it is 02456724.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. And the date of birth of the patient, it is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say status what is the date of service?
[CUSTOMER][NEUTRAL] So it is um arranged date of service. The start date of service date is [PII], and the end date of service, it is [PII], which has a total charge amount of $540.33 540.33.
[AGENT][NEUTRAL] And what is the start date again?
[CUSTOMER][NEUTRAL] What date again?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] we have to charge 25.
[CUSTOMER][NEUTRAL] All right. Um, OK. Can you help me with the, uh, meeting as where we can submit the claim?
[AGENT][NEUTRAL] Yes, sir. The mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Have the first one.
[CUSTOMER][NEUTRAL] Uh, can you just, uh, repeat the zip code once, sir?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. All right got it uh is the patient active on the date of sir?
[AGENT][NEUTRAL] Yes, I show the policy effective from [PII].
[CUSTOMER][NEUTRAL] Yes, from [PII].
[AGENT][NEUTRAL] Policy term on [PII].
[CUSTOMER][NEUTRAL] All right, got it. And uh what is the time requiring to submit the claims?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][POSITIVE] There is timely filing.
[CUSTOMER][NEUTRAL] There is none. All right, got it.
[CUSTOMER][NEUTRAL] Just a moment. And uh did you check if um these claims are under rejection or something like that?
[AGENT][NEUTRAL] The claim has not been received, sir.
[CUSTOMER][NEUTRAL] Not received. All right. Got it. Just hold on for a second. All right. So we will submit this claim as soon as possible. What will be the call reference number of our conversation, [PII]?
[AGENT][NEUTRAL] To reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] [PII] and today's date. All right. Got it. I guess then that will be all. Thank you so much for helping me out with the information today. You have a wonderful.
[AGENT][POSITIVE] You're welcome, so you have a wonderful day yourself. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling.
[CUSTOMER][NEUTRAL] Bye bye.