AccountId: 011433970860
ContactId: ce2a0c8f-99e9-44f3-940e-fe7ee9b73c89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435760 ms
Total Talk Time (AGENT): 125124 ms
Total Talk Time (CUSTOMER): 151463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/ce2a0c8f-99e9-44f3-940e-fe7ee9b73c89_20250528T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] calling from provider office to check on your spam status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, sure.
[CUSTOMER][NEUTRAL] It's 023446 44566. Uh sorry for that. Can I repeat that again?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, sure. It's 02344566.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] OK, sure. It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Patient's first name is [PII] and the last name is [PII]. The patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Oh yeah, sure, [PII]. It's [PII] and the bill amount is $383 even.
[AGENT][POSITIVE] Thank you for future reference you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And the date of service was [PII].
[CUSTOMER][POSITIVE] Uh, yeah, that's correct.
[AGENT][NEUTRAL] We have not received as of today. Let me verify there is no open claims pending. One moment.
[CUSTOMER][NEUTRAL] Oh yeah, sure.
[AGENT][NEUTRAL] And there are no open claims pending for data service 5-9-2024. So there is no claim on file.
[CUSTOMER][POSITIVE] OK, I see. Uh, thank you so much for that information, [PII]. Uh, can I know member effective and terminated date if you don't mind?
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Just a nice person, OK.
[CUSTOMER][POSITIVE] Thank you so much for that information. Uh, for the future reference purpose, can I get the mailing address?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, I think they sent for the same mailing address. It's OK. I'm gonna crosscheck that again. Uh, [PII], I have one more client for the same, I think, uh, for different members. Can you please switch on that one if you don't mind?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, before that, can I have the reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much money. Uh, shall we go for the next member?
[AGENT][NEUTRAL] Yeah, the next member?
[CUSTOMER][NEUTRAL] Uh yeah, the last number.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] It's 1685251.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII] and the patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh yeah, sure, ma'am. Uh, it's for 59 of 2024 and the bill amount is $221 even.
[AGENT][NEUTRAL] And that was data service 5-9-2024?
[CUSTOMER][POSITIVE] Uh, yeah, that's correct.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] As of today, we have not received data service 59-2024 in our system.
[CUSTOMER][NEUTRAL] OK, I see. Um, uh, the mailing address is the same, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] OK. Can I have the effective date, it effective and terminated date?
[AGENT][NEUTRAL] OK, looks like the policy number will be.
[AGENT][NEUTRAL] 02148494
[AGENT][NEUTRAL] Policies effective [PII], policy term 112024. There is no active policy on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Not just one fucking.
[CUSTOMER][POSITIVE] Thank you so much for this information. Uh, can I have the time to find the limit for this, uh, insurance?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. Uh, yes, [PII], I got all the required information from your end and thank you so much for assisting for today. Have a great day.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.