AccountId: 011433970860
ContactId: d45e0c25-9433-45f3-95c5-2833dc6d7a76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177380 ms
Total Talk Time (AGENT): 60428 ms
Total Talk Time (CUSTOMER): 84532 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d45e0c25-9433-45f3-95c5-2833dc6d7a76_20250304T18:39_UTC.wav
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[CUSTOMER][NEUTRAL] to.
[AGENT][POSITIVE] Thanks for calling A. This is [PII]. Can I assist you?
[CUSTOMER][NEUTRAL] I'm sorry. Yeah. So my name is [PII] and I'm calling to check on a claim status. Can you help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with that. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Oh, it's [PII]. It's spelled like [PII].
[AGENT][NEUTRAL] [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yup, that's [PII]. And that's the direct line.
[CUSTOMER][NEUTRAL] And the patient's member ID starts with 023.
[CUSTOMER][NEUTRAL] 893-84.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] And the patient name is?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII]. It's spelled like L [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] That's uh [PII] with the total bill amount is
[CUSTOMER][NEUTRAL] $191 even.
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] Got you. Uh, can I just get the patient's plan, effective date, and the termination date? Is the members active for adults?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Got you. Also, can you provide me the claim's mailing address and the timely filing limit to resubmit the claim?
[AGENT][NEUTRAL] It'll be addressed to American Public Life.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. That's [PII] and there is no timely filing.
[CUSTOMER][NEUTRAL] Get the family falling limit and also.
[CUSTOMER][NEUTRAL] And also can you provide me the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, so that's all I needed from you today. Uh, can I just get the
[AGENT][NEUTRAL] Is there anything else that I can see?
[CUSTOMER][NEUTRAL] No, that's it. Can I get the caller reference number?
[AGENT][NEUTRAL] We don't provide those. However, [PII], you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][POSITIVE] And I'm sorry to get your name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, [PII]. Thank you so much for your help and you have a wonderful day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] You