AccountId: 011433970860
ContactId: d000e8ca-22cb-4de2-be76-b6b7cce99125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278179 ms
Total Talk Time (AGENT): 89089 ms
Total Talk Time (CUSTOMER): 65654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/d000e8ca-22cb-4de2-be76-b6b7cce99125_20250401T17:40_UTC.wav
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[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from EMAOC physicians to check on our claim status.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] direct line.
[CUSTOMER][NEUTRAL] And if you don't mind, can I get your name again? Sorry, I missed your name.
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][POSITIVE] Thank you so much for the information, [PII].
[AGENT][NEUTRAL] You're welcome. May I please have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 155.
[CUSTOMER][NEUTRAL] 4933.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and date of birth, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for status. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Data services.
[CUSTOMER][NEUTRAL] [PII] for the bill amount of.
[CUSTOMER][NEUTRAL] $411 even.
[AGENT][NEUTRAL] And what was that date again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is [PII] and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So for the date of service of [PII], total bill charge $411 no claim is on file.
[CUSTOMER][NEUTRAL] Mm, got it.
[CUSTOMER][NEUTRAL] Can I have the policy effective on termination date policy number?
[AGENT][NEUTRAL] For this member, it is showing that the policy is currently active with the effective date of.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And would you like the
[AGENT][NEUTRAL] Mailing address, fax number, or the secured portal?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. That me
[CUSTOMER][NEUTRAL] Can I have the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Can I have the timely plan limit to submit a claim?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Can I have the payer ID?
[AGENT][NEUTRAL] The electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] Can I have the reference number for this call?
[AGENT][NEUTRAL] Reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your patience assisting me, [PII]. Have a great rest of your day. Stay safe. Take care. Bye-bye.
[AGENT][POSITIVE] You're, you're welcome. Thank you for calling American Public Life. Have a great day as well.