AccountId: 011433970860
ContactId: cc80c8f6-25f8-40af-8c38-134ea579bef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233639 ms
Total Talk Time (AGENT): 74499 ms
Total Talk Time (CUSTOMER): 87187 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/cc80c8f6-25f8-40af-8c38-134ea579bef0_20250514T15:02_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, may I have your name, please?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Will you spell it?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what are the last initial keys are?
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And the last initial to my name is [PII] and actually I call regarding the claim status and eligibility of a member.
[AGENT][NEUTRAL] Could I get a callback number for you?
[CUSTOMER][NEUTRAL] It's [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be.
[CUSTOMER][NEUTRAL] 02467679.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you said status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] You need the date of service?
[CUSTOMER][NEUTRAL] Da of service is [PII] and the bill amount is 6 of net I'm providing you the bill amount details. It's $637 net this week.
[CUSTOMER][NEUTRAL] I'm verifying. It's $637 even.
[AGENT][NEUTRAL] OK, uh, I do not show we've received a claim for data service [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] You mentioned that there is no claim on file?
[AGENT][NEUTRAL] There is no claim on file.
[CUSTOMER][NEUTRAL] OK. What are the mailing address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] Please repeat once more, [PII], you go home after that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] After that,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And after
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And what are the time you file a limit to submit a new claim?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEGATIVE] No timely filing?
[CUSTOMER][NEUTRAL] OK. And what are the payer ID?
[AGENT][NEUTRAL] The payer ID for claims is 60801.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what was the policy effective for that number?
[AGENT][NEUTRAL] Uh, policy effective.
[AGENT][NEUTRAL] [PII] and still active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And please also let me know about the, the
[CUSTOMER][NEUTRAL] OK, you can include this one and please provide the calls.
[AGENT][NEUTRAL] To reference the call, you'll use my name in today's date.
[CUSTOMER][NEUTRAL] Your name, today's date?
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. Take care. Bye. Have a nice day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself. Thank you for calling APO.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Right.