AccountId: 011433970860
ContactId: c61a347f-98bd-4f10-a3df-2413078c2dc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276339 ms
Total Talk Time (AGENT): 96978 ms
Total Talk Time (CUSTOMER): 90470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c61a347f-98bd-4f10-a3df-2413078c2dc4_20250501T19:32_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]. This is [PII] from provider office and I need a claim status information, ma'am.
[AGENT][NEUTRAL] Could you please spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's [PII] Last initial is [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Just a quick second please.
[CUSTOMER][NEUTRAL] It's 01633180.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. The date of service is.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, the date of service is [PII].
[CUSTOMER][NEUTRAL] With the total charge amount of $1,789 even.
[AGENT][POSITIVE] Thank you, and you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and that is for data service of 53 of 24 total bill charge 1700.
[CUSTOMER][NEUTRAL] 5:30.
[AGENT][NEUTRAL] 5:30
[CUSTOMER][NEUTRAL] Yes, ma'am. 5:30.
[AGENT][NEUTRAL] Sorry about that. That is for 5:30 of 2024 total bill 1,789.
[CUSTOMER][POSITIVE] Mm, no worries.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And may I have one of the procedure codes listed?
[CUSTOMER][NEUTRAL] But it's a secondary claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is only one CPD code. It's 19125.
[AGENT][NEUTRAL] So for that date of service and that procedure no no claim is listed on file.
[CUSTOMER][NEUTRAL] Just give me a second please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just want to write down.
[CUSTOMER][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Can you please provide me the
[CUSTOMER][NEUTRAL] Payer ID and the mailing address to submit the claim again, please.
[AGENT][POSITIVE] Yes, I will pull that up for you.
[AGENT][NEUTRAL] And for the mailing address that would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Excuse me, I'm sorry.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Yes, and then the electronic payer ID.
[AGENT][NEUTRAL] It's 64
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 556. You will have to go to.
[AGENT][NEUTRAL] That mailing address first, and once they review it then it should transfer over to us.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] And uh at last, uh, OK, can I please spell your name as well for me.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII] with the last initial of [PII] in today's state as the call reference. Is there anything else that I can assist you with today [PII]?
[CUSTOMER][POSITIVE] No thank you so very much and have a nice day, always so happy mhm.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.