AccountId: 011433970860
ContactId: cfd5951b-1324-4da6-813e-0be863b3a34b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243929 ms
Total Talk Time (AGENT): 86524 ms
Total Talk Time (CUSTOMER): 91223 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cfd5951b-1324-4da6-813e-0be863b3a34b_20250320T17:42_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] Yeah, it's [PII] calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02514350.
[AGENT][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 14,350.
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So your callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's last name is?
[CUSTOMER][NEUTRAL] It's [PII] and the first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] and the total charge is $234 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII], check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh that's wouldn't do.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This processed under claim number 3522.
[CUSTOMER][NEUTRAL] OK, wait a second. I have to note it down. Uh, first, I need your name. What's your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the when you receive this claim?
[AGENT][NEUTRAL] This claim was received on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I never.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 1022 of 2024.
[CUSTOMER][NEUTRAL] And processed on
[AGENT][NEUTRAL] 1024 of 24.
[CUSTOMER][NEUTRAL] OK, and what's the loan amount?
[AGENT][NEUTRAL] We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was the effective and terminate of the member?
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the call reference?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, nothing.
[CUSTOMER][POSITIVE] Thank you for the information. Have a great day. Bye for now.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.