AccountId: 011433970860
ContactId: c87de660-18a7-4957-85c4-d17cd2563266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338410 ms
Total Talk Time (AGENT): 86772 ms
Total Talk Time (CUSTOMER): 83759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c87de660-18a7-4957-85c4-d17cd2563266_20250616T17:22_UTC.wav
--------------------------------------------
[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 the provider's office and I'm here for a claim status.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number in here is
[CUSTOMER][NEUTRAL] It's 01770256.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII], and the last name is [PII]. The date of birth for the member is [PII] of the year [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Sure. The date of service was [PII].
[CUSTOMER][NEUTRAL] Till uh [PII] built about $4940.04.
[AGENT][NEUTRAL] $4940.04.
[CUSTOMER][NEUTRAL] No, yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And that is for data service 72 to 731.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm pulling that image up that we have on file. I'm not seeing that date span.
[CUSTOMER][NEUTRAL] Um, just a second because, uh, I suppose like I just have the general status but I don't have the claim number in question.
[CUSTOMER][NEUTRAL] The date of service was from [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, do you have it until [PII]?
[AGENT][NEUTRAL] That would be the correct date of service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah. Sorry about that.
[AGENT][NEGATIVE] OK, so it looks like for that date of service we're requesting the primary EOB and we received it in several times and we have denied the other ones as a dupe because we still haven't received the primary EOB.
[CUSTOMER][NEUTRAL] Alright and what's the claim number?
[AGENT][NEUTRAL] You want the original or?
[CUSTOMER][NEUTRAL] The original one.
[AGENT][NEUTRAL] OK. That original claim number is showing as.
[AGENT][NEUTRAL] 350.
[AGENT][NEUTRAL] 4393 and that claim denied, as I stated for primary EOB and that was processed on [PII].
[CUSTOMER][NEUTRAL] All right, uh.
[CUSTOMER][NEUTRAL] And the current mailing address would be [PII] and the fax number being [PII].
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, and that will be attention claims department.
[CUSTOMER][POSITIVE] All right. Thank you for the information. You have the contact number, please?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] How do you spell your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] All right. I got you. Thank you so much for your time. Have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life [PII], have a great day as well.
[CUSTOMER][NEUTRAL] OK.