AccountId: 011433970860
ContactId: ce4c17ab-a2fb-49fe-bb20-f2e02508ed3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532140 ms
Total Talk Time (AGENT): 141512 ms
Total Talk Time (CUSTOMER): 171520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/ce4c17ab-a2fb-49fe-bb20-f2e02508ed3e_20241231T20:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. My last name is [PII]. I'm looking for the claim status calling from the office. How are you doing today, sir, ma'am?
[AGENT][NEUTRAL] I'm just fine. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] Mhm. Sure. My first name is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] No, no. Actually, we submitted a claim on
[CUSTOMER][NEUTRAL] [PII]. And I have to just confirm that uh that claim you have received or not.
[AGENT][NEUTRAL] OK, so we're checking claim status and what's the policy number?
[CUSTOMER][NEUTRAL] OK. The policy number is 01638489 M as in Mike L as Lima 8.
[AGENT][NEUTRAL] OK [PII], and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is your callback number in case?
[CUSTOMER][NEUTRAL] OK, OK. Callback number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] and the extension is [PII].
[AGENT][NEUTRAL] And I'm sorry, give me the prefix again, the first three digits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] Yeah, I just needed the 1st 3 digits. One moment.
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If you can verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. Patient patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the date of service of your claim?
[CUSTOMER][NEUTRAL] Mhm. Just a moment.
[CUSTOMER][NEUTRAL] Just a moment
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The date of service is [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] Total charge amount is $690.48.
[AGENT][NEUTRAL] $690.46 or 48?
[CUSTOMER][NEUTRAL] 48. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do not show date of service [PII], uh, in the amount of $690.48 received. Can you verify how the claim was submitted to APL?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Mhm. Actually, we submit this claim to APL or through unlimited Financial software. Um, I, I just wanted to ask you that, do you submit a paper remittance or electronic or through mail or fax?
[AGENT][NEUTRAL] Uh, to be submitted electronically, uh, to payer ID number 60801.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 08
[AGENT][NEUTRAL] Or faxed to 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or it can be mailed.
[CUSTOMER][NEUTRAL] Mhm. Can you repeat it again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you repeat once fax number?
[AGENT][NEUTRAL] Uh, the fax number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And would you like the claim's mailing address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, ma'am. Sure.
[AGENT][NEUTRAL] Hey it's [PII].
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. 8950. How was the claim submitted previously, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] It was some electronically.
[AGENT][NEUTRAL] So what payer ID number?
[CUSTOMER][NEUTRAL] Um, let me check. Let me ask my supervisor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Mhm. Previously, we submitted the claim on payer ID. The payer ID, pay ID is 62308.
[AGENT][NEUTRAL] Yeah, so for American Public Life it's 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK. Ma'am, can you please provide me the effective and termination date for this patient of the insurance?
[AGENT][NEUTRAL] Sure, one moment.
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][NEUTRAL] The policy effective date is [PII] or [PII].
[AGENT][NEUTRAL] And it looks like this policy is terming today [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, ma'am.
[CUSTOMER][NEUTRAL] So, can I get the call reference number and your name, ma'am?
[AGENT][NEUTRAL] Actually, I'm sorry, it's not terming, it's just, it's, it's, it's still active.
[AGENT][NEUTRAL] Uh, you'll use my name and today's date as reference for today's call, [PII].
[CUSTOMER][NEUTRAL] As elect
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first initial and last name is [PII].
[CUSTOMER][NEUTRAL] Mhm. And the reference should be 2 days. [PII], [PII], [PII].
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] And his and his, his insurance is still active.
[AGENT][NEUTRAL] It is after, yes.
[CUSTOMER][NEUTRAL] Can you provide me the term, termination date?
[AGENT][NEUTRAL] It is not termed, it's active, so the information I gave you before just disregard because the policy is active.
[CUSTOMER][NEUTRAL] Mhm. Just a moment.
[CUSTOMER][POSITIVE] All right, ma'am. Thank you. Thank you so much for your guidance. Have a great day. No, ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Take care, ma'am. Have a good day. Enjoy your holidays.
[AGENT][NEUTRAL] Uh huh you too.