AccountId: 011433970860
ContactId: d9402cc1-de0e-4f88-903e-d1b28d130d7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358940 ms
Total Talk Time (AGENT): 118914 ms
Total Talk Time (CUSTOMER): 87550 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d9402cc1-de0e-4f88-903e-d1b28d130d7e_20250512T19:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. Initial to my last name is [PII]. Calling from provider office and looking for the claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. Carb number is 732.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you. And may I have um the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, policy number is 021.
[CUSTOMER][NEUTRAL] 032
[CUSTOMER][NEUTRAL] 58 M. for Mary, L for Lima, 8.
[AGENT][NEUTRAL] OK, uh, after the 5 before the email, what's the number?
[CUSTOMER][NEUTRAL] Before Emirates is it and after Emirates is also it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] New spine Institute, spine and orthopedic.
[AGENT][NEUTRAL] OK. Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is [PII] and that amount is $985 even.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. And that was [PII], the amount of 985. Is that correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII] of.
[CUSTOMER][NEUTRAL] And that amount is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The amount is 985, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull this ERP one moment.
[AGENT][NEUTRAL] Give one moment.
[AGENT][NEUTRAL] They're waiting on the EOP. OK, one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so this is not it.
[AGENT][NEUTRAL] And you said the total charge is 985. Um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This one is not for 9985. I don't see a claim for 985 for that date of service.
[CUSTOMER][NEUTRAL] You do not sit?
[AGENT][NEUTRAL] No, I don't see a claim for that amount.
[CUSTOMER][NEUTRAL] For this data service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII], you do, you do not have the claim.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] I don't have a claim for [PII] in the amount of 985.
[CUSTOMER][NEUTRAL] It is crossover claim processed and paid by Medicare, then sent to.
[CUSTOMER][NEUTRAL] American Public Life Insurance.
[AGENT][NEUTRAL] OK, there, there's no crossover. It has to be sent directly to us. It doesn't cross over.
[CUSTOMER][NEUTRAL] Can you, can you verify the mailing address?
[AGENT][NEUTRAL] Yes, the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your good information. I appreciate it and just provide me your name and call reference.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last [PII] [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] So I'm OK. Thank you so much for your information. I really appreciated you.
[CUSTOMER][POSITIVE] Have a good day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes I know.
[AGENT][NEUTRAL] Ma