AccountId: 011433970860
ContactId: cca083d2-222c-4c6b-b81b-39557e474369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492440 ms
Total Talk Time (AGENT): 125939 ms
Total Talk Time (CUSTOMER): 134176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/cca083d2-222c-4c6b-b81b-39557e474369_20250616T15:01_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] Hi, this is [PII] calling from provider office. I'm calling regarding the claim status. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] Sure. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure. 02118993. Mike Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. Patient name is [PII]. Date of birth is [PII]. Can you spell out your name for me?
[AGENT][NEUTRAL] What is the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] And what is the data service you're checking for status?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yeah, actually, uh date of service is [PII]. The total charge $500 even and we submitted primary UP on [PII] via fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do show the claim was received.
[AGENT][NEUTRAL] The claim was processed, a payment of $92 went out to the provider.
[CUSTOMER][NEUTRAL] Can you provide me the payment details?
[AGENT][NEUTRAL] Check number is [PII].
[AGENT][NEUTRAL] That is a single check.
[AGENT][NEUTRAL] Check processed on [PII].
[AGENT][NEUTRAL] I showed the the check has not been cashed at this time.
[CUSTOMER][NEUTRAL] Can you provide me the uh pay to address?
[AGENT][NEUTRAL] Payment made to [PII].
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, can you provide me the reference number?
[AGENT][NEUTRAL] To reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I have 2 more claims with different members. Can you help me with these two claims.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. What is the next policy number?
[CUSTOMER][NEUTRAL] Oh yeah, sure. Just give me a minute, please.
[CUSTOMER][NEUTRAL] Next policy ID it would be 02030186 M like Lima 8. Patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service you're checking?
[CUSTOMER][NEUTRAL] Sure. [PII], with total charge $107.88.
[AGENT][NEUTRAL] OK. I, I do not show we have a claim on file for [PII].
[CUSTOMER][NEUTRAL] OK. Can you please verify the mailing address and payer ID also?
[AGENT][NEUTRAL] Payer ID is 601.
[AGENT][NEUTRAL] I'm sorry, 60801.
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will correct address.
[AGENT][NEUTRAL] What is the next policy number?
[CUSTOMER][NEUTRAL] Sure, just a minute.
[CUSTOMER][NEUTRAL] Next ID it will be 01929881. Mike Lima number 8. Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] What is the data service you're tracking?
[CUSTOMER][NEUTRAL] Date of service is [PII] with total charge $500 even.
[AGENT][NEUTRAL] OK, I do show the claim was received. Uh, we did request the primary explanation of benefits.
[AGENT][NEUTRAL] Is there anything else I can help you?
[CUSTOMER][NEUTRAL] When did you receive?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Claim received on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Can you provide me the claim number?
[AGENT][NEUTRAL] Claim number is 3607135.
[CUSTOMER][POSITIVE] Thank you so much. Can you provide me the fax number to submit the primary UV?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day. Bye.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL. Bye-bye.