AccountId: 011433970860
ContactId: c494bdd7-084c-46ef-b0f5-9d05dffe5bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253100 ms
Total Talk Time (AGENT): 88455 ms
Total Talk Time (CUSTOMER): 123747 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c494bdd7-084c-46ef-b0f5-9d05dffe5bb9_20250204T18:42_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Life, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and the last initials [PII] calling from provider software byventus LLC to check on our claim status or bill status awarding claim.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and that is a direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, uh, before that, um, actually I missed your name. Could you please spell it for me if you don't mind?
[AGENT][NEUTRAL] It is spelled [PII] Last [PII] and today's date will be used as the call reference. May I please have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. It is um 01666167.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] That's 01666167.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I uh I uh.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, our patient name was [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And may I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] A data er data services [PII] total charge amount is just a second.
[CUSTOMER][NEUTRAL] It is a $4950 even.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK that's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And for that claim it does show that we did receive it on [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It was processed and it's showing in a pending status as of [PII]. We're waiting for information from the insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Insured, OK.
[CUSTOMER][NEUTRAL] Actually what information is needed from issue?
[AGENT][NEUTRAL] I can't advise you of that information. I can only tell you that we're waiting for information from the insured.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, from the patient, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um, I will send any letter to patients?
[AGENT][NEUTRAL] We have, what did you say again?
[CUSTOMER][NEUTRAL] Um, actually, uh, I will send any, uh, letter to patient, um, that are informing, uh, your request.
[AGENT][NEUTRAL] We have already requested, yes, we have already submitted a request for that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And then uh may I have the dates?
[CUSTOMER][NEUTRAL] When did you send the request?
[AGENT][NEUTRAL] As I, as I stated, that was done on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] After you see the response from um patient, I will uh you will process the claim, right?
[AGENT][NEUTRAL] Once we receive the needed documentation, the claim will be reviewed and if it's eligible to be reprocessed and paid, it will be done.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and then, um, OK, that's all for today. And then, uh, is there any, uh, specific line number for this one?
[AGENT][NEUTRAL] The claim number is 3549761.
[CUSTOMER][POSITIVE] OK, and that's all for today. Thank you so much for assistance. Have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, [PII].
[CUSTOMER][POSITIVE] You too. Bye-bye. Take care.
[AGENT][NEUTRAL] Bye.