AccountId: 011433970860
ContactId: d65ebff7-1e7b-4a9d-be41-69baa10e409b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181139 ms
Total Talk Time (AGENT): 68626 ms
Total Talk Time (CUSTOMER): 54778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d65ebff7-1e7b-4a9d-be41-69baa10e409b_20250624T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Bo's office. Can I help you. Could you please ask it for me?
[AGENT][NEUTRAL] Could you spell your name for me please?
[CUSTOMER][NEUTRAL] So that's [PII] and then to my last name was [PII] just Juliet.
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] So my callback number is [PII].
[CUSTOMER][NEUTRAL] That's my direct line.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] So that's [PII]?
[AGENT][NEUTRAL] OK. [PII]. OK, thank you.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] So the policy number is
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 603-933
[AGENT][NEUTRAL] It is 02602933.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So, the name of the patient is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill that you're calling in for?
[CUSTOMER][NEUTRAL] So the retail services.
[CUSTOMER][NEUTRAL] [PII] with the bid amount of $4,371.60.
[AGENT][NEUTRAL] OK, so for that data service it is showing that no claim is on file.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get that effective term need of this number?
[AGENT][NEUTRAL] Yes, for this member it is still showing that it's currently active with the effective date of [PII] or [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, can you the timely filing limit to submit the claim.
[AGENT][NEGATIVE] We have no timely filing.
[CUSTOMER][NEUTRAL] OK, can I get the payer ID and mailing address?
[AGENT][POSITIVE] Yes, let me get that for you.
[AGENT][NEUTRAL] The electronic payer ID is 664556.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the mailing address [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Can I get the call theronence number for this?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, the call reference is my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Oh thank you. Bye bye.