AccountId: 011433970860
ContactId: cf8ed8f5-6f75-47ff-b2da-3dca42870835
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194820 ms
Total Talk Time (AGENT): 72448 ms
Total Talk Time (CUSTOMER): 103848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/cf8ed8f5-6f75-47ff-b2da-3dca42870835_20250130T16:52_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] Hi, this is [PII] calling with the physicians group.
[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, great, sorry about that I didn't realize I had my headset off um this is [PII] calling with the physicians group and I am just trying to see if you've received a claim that we have sent via paper.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02124055.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it's area code [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII] Still [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $250.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] And I'm not seeing data service 11-21-2024 as of today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I, your website didn't pull either, um, yeah, I would, and could I ask you also, um, because you'd be secondary, um, you do show that they're still active?
[AGENT][NEUTRAL] Would you like to fax it?
[AGENT][NEUTRAL] Yes, ma'am. Plans effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great yeah if you don't mind the fax number I will I will fax over the claim.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII] attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and can I also just verify I, can I tell you what mailing address I have so I can make sure it's correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it looks like they sent this to [PII] in [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, um, and let me just uh make sure I don't, uh, have any other questions. It's the first time I've had a call on this particular insurance.
[CUSTOMER][NEUTRAL] Um, OK, so we'll include the primary EOB.
[CUSTOMER][POSITIVE] And I will fax that over. I don't think there's anything else. No, but I think that's it. I really appreciate all your help. Do you give out call reference numbers though?
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great well thank you again so much for all your help. I really appreciate you and I hope you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.