AccountId: 011433970860
ContactId: db43af7b-20d7-48ee-a8e9-f358a93acece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293799 ms
Total Talk Time (AGENT): 58972 ms
Total Talk Time (CUSTOMER): 137206 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/db43af7b-20d7-48ee-a8e9-f358a93acece_20250415T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] We're doing good. I'm calling in regards to claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Does
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02097247.
[CUSTOMER][NEUTRAL] 02097247
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Last name is [PII]. Date of birth is gonna be [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] Day of service is gonna be [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] extend that
[AGENT][NEUTRAL] OK. Uh, it looks like I don't have anything on file for that date of service.
[CUSTOMER][NEUTRAL] And then you receive it.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Alright, can I make sure that we have then let me, I'll have to resubmit the claim.
[CUSTOMER][NEUTRAL] Um, I'm just gonna see real quick if we have the right information for you.
[CUSTOMER][NEUTRAL] Um, group plan, let me see if I can see it.
[CUSTOMER][NEUTRAL] Ah, it's so weird. OK, let me reprint this claim.
[CUSTOMER][NEUTRAL] Let me see, give me one second. Let me pull this paper up and see if we have the right payer ID number.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Payer ID I have.
[CUSTOMER][NEUTRAL] 06126.
[AGENT][NEUTRAL] Uh, no, our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then is this American Public Life?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is the PO box 925?
[AGENT][NEUTRAL] Uh, no, it's PO Box 248.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 73124.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] Alright, give me one quick second. I'm just gonna write this how I'm gonna write it. So it's gonna be um.
[CUSTOMER][NEUTRAL] The address, so the, the company plan name is gonna be A M E R I, American Pub.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Life
[CUSTOMER][NEUTRAL] Do I have to put the UCR or no?
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Alright, and then the PO.
[CUSTOMER][NEUTRAL] Box is gonna be 248,950 and then.
[CUSTOMER][NEUTRAL] 925 and then OK, will you spell [PII] for me please?
[AGENT][NEUTRAL] Uh, OK, [PII]
[CUSTOMER][NEUTRAL] Oh, hold on. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, and then what are, what's the like
[CUSTOMER][NEUTRAL] What are the two initials?
[AGENT][NEUTRAL] Oh, it's [PII], OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then the zip code is, what's the zip code?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. I'll go ahead and mail this in. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yes, have a good day.