AccountId: 011433970860
ContactId: decf897c-e086-4404-8052-7574b287105c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250179 ms
Total Talk Time (AGENT): 93723 ms
Total Talk Time (CUSTOMER): 104729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/decf897c-e086-4404-8052-7574b287105c_20250203T18:33_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] Yeah
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling for provider office and they're looking for claim status. Could you help me with that?
[AGENT][NEUTRAL] I can verify claim status there. May I have the policy number?
[CUSTOMER][NEUTRAL] Sure. 02544110.
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[CUSTOMER][NEUTRAL] One month. It is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] I think to be.
[CUSTOMER][NEUTRAL] Please confirm. $483 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII], check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And I'm not showing we have received data service 10-23-2024 as of today.
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] Uh, OK. So we submitted a paper claim.
[CUSTOMER][NEUTRAL] Uh, yeah, just, uh, before that, could you verify the mailing address for me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The mailing address is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Please go ahead, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 895, sir. The same address we submitted as paper on [PII].
[CUSTOMER][NEGATIVE] I don't know why it was not received. May I know the also fax number?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Contention claims. May I have the policy effective on the date?
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, thank you. And also may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK. And the timely filing limit for submission?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] May I have the reference number for today's call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII].
[CUSTOMER][NEUTRAL] Oh yeah, that's all my that.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Could you spell your name for me?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] OK, OK, morning. Thank you so much for patiently brought the information you sent for me. Have a great day. Take care. Bye for now.
[AGENT][POSITIVE] Sir, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.