AccountId: 011433970860
ContactId: d5b024a3-3ddf-49ba-ae65-ad83d1ca1c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 613590 ms
Total Talk Time (AGENT): 154164 ms
Total Talk Time (CUSTOMER): 169983 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d5b024a3-3ddf-49ba-ae65-ad83d1ca1c15_20250124T14:15_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]. I'm calling from provider's office checking on the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 15371.
[AGENT][NEUTRAL] 15371.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is not a valid policy number. Do you have the social security number?
[CUSTOMER][NEUTRAL] Mm yes.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First is [PII].
[CUSTOMER][NEUTRAL] [PII]. The last name is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes. Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have a total bill amount?
[CUSTOMER][NEUTRAL] $18,928 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] This processed under claim number 352-434-2. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can I get the receipt it and process it?
[AGENT][NEUTRAL] Claim was received on [PII]. Claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I get your fax number
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] attention claims and the policy number will be 01.
[CUSTOMER][NEUTRAL] OK, is it.
[CUSTOMER][POSITIVE] Yeah, good.
[AGENT][NEUTRAL] 816856.
[CUSTOMER][NEUTRAL] OK. And uh is there any timely filing for sending primary?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Uh, I have a
[CUSTOMER][NEUTRAL] Actually, I have 2 more things. Can you help me with that as well?
[AGENT][NEUTRAL] Is it for the same person?
[CUSTOMER][NEUTRAL] For different patients.
[CUSTOMER][NEUTRAL] Modes for different
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, just a second.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] Policy number will be.
[CUSTOMER][NEUTRAL] 015.
[CUSTOMER][NEUTRAL] 710.
[CUSTOMER][NEUTRAL] 349
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEGATIVE] That is too many numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It is 015.
[CUSTOMER][NEUTRAL] 70349.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] Yes, that is very good.
[CUSTOMER][NEUTRAL] To [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the date of service is.
[CUSTOMER][NEUTRAL] May
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] And total bill amount is?
[CUSTOMER][NEUTRAL] $11,483 even.
[AGENT][NEUTRAL] Thank you. This process under claim number 3522898. It was received on 10-25-2024. It denied on 10-28-2024. We are asking for the primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] And they are
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] So, the same fax number, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 30
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So next.
[CUSTOMER][NEUTRAL] Member ID
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That number is.
[CUSTOMER][NEUTRAL] 02514350.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you. May I have a date of service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] that we
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $6,944.65.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] This process under claim number 3542358. We are asking for the primary insurance explanation of benefits. This claim was received on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII] it denied on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. That's all for now. Um, what is the difference?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You are so welcome, [PII] and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.