AccountId: 011433970860
ContactId: d13e6e26-4a6a-4775-aa98-513c690b4a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321320 ms
Total Talk Time (AGENT): 84223 ms
Total Talk Time (CUSTOMER): 97627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d13e6e26-4a6a-4775-aa98-513c690b4a67_20250625T17:43_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, hi, my name is [PII] calling from provider's office on the claim status.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Policy number is uh
[CUSTOMER][NEUTRAL] 235-6134
[AGENT][NEUTRAL] 235-6134
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] May I have a good callback number for you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah sure just a moment
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, can you please repeat the callback number?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, sure. Uh, the patient's name is, uh, uh, [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Yeah, sure. The date of service is uh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Uh, it's $1,273.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status.
[AGENT][NEUTRAL] As of today, we have not, we have not received data service [PII].
[AGENT][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] Sorry, could you please
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No claim on file?
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] Uh, if you don't mind, uh, could you please provide me the payer ID once again?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Just a moment
[CUSTOMER][NEUTRAL] OK. 1560801. OK. And may I know the time, uh, time of filing, please?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] May I know the policy effective date and term date, please?
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know your name please?
[AGENT][NEUTRAL] [PII] E. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Uh, so we can submit through pay ID itself, right, the claim? Or is there anything that we should submit only on mail or on fax, or can we submit the claim electronically?
[AGENT][NEUTRAL] You can submit either way. I can give you the fax number and I can give you the claim's mailing address.
[CUSTOMER][NEUTRAL] OK, so if you don't mind, could you please provide me the fax number?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, please.
[CUSTOMER][NEUTRAL] I need your name, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Would you please spell your name?
[AGENT][NEUTRAL] [PII] Q.
[CUSTOMER][NEUTRAL] [PII] I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just to
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you for your assistance. Have a great day. May I get the call reference number, please?
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][POSITIVE] OK, thank you for assistance. Have a great day. Bye bye.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.