AccountId: 011433970860
ContactId: e218620c-0676-48af-b408-45be999c4aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368410 ms
Total Talk Time (AGENT): 118019 ms
Total Talk Time (CUSTOMER): 140162 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e218620c-0676-48af-b408-45be999c4aa9_20250320T21:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Aron provider service regards the claim status. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, good, thanks for asking.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] with [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient policy number is
[CUSTOMER][NEUTRAL] 202405-561
[AGENT][NEUTRAL] So it's 024 or is it 204 in the beginning?
[CUSTOMER][NEUTRAL] No, it no, it's 024.
[AGENT][NEUTRAL] 024. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, first name, [PII]. And the member's last name is [PII], and the member's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] Yeah, um, the date of service is [PII], and the charge amount is 5 $858 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I don't have a claim for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know when the game was received.
[AGENT][NEUTRAL] I don't have a claim for that date of service. There's no claim on file.
[CUSTOMER][NEUTRAL] OK, you said, uh, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have the um.
[CUSTOMER][NEUTRAL] Uh, I can see that it was the claim mail on [PII].
[AGENT][NEUTRAL] We have not received that claim. Where was it sent to?
[CUSTOMER][NEUTRAL] Yes, sorry?
[AGENT][NEUTRAL] Where was that claim sent to because it didn't get here.
[CUSTOMER][NEUTRAL] Uh, it was sent to, uh, American Public Life DTP. Uh, will you please confirm your ID one second.
[AGENT][NEUTRAL] OK, this one needs to be either fax or mail because it needs to have the diagnosis code. I mean, it has to have the explanation of benefits attached to it, so it can be fax or mail. You need the fax number or the mailing address.
[CUSTOMER][NEUTRAL] OK, we cannot send this for the rebill.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can we send it for the bill?
[AGENT][NEUTRAL] Can you send it for what?
[CUSTOMER][NEUTRAL] No, can we send the claim for rebill?
[AGENT][NEUTRAL] I'm not sure what you're saying. You can send it by fax or mail. We don't have the claim. Do you need the fax or the mailing address?
[CUSTOMER][NEUTRAL] Looking at
[CUSTOMER][NEUTRAL] OK, can I have the fax number please?
[AGENT][NEUTRAL] OK, sure. The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can I have the mailing address, please?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Uh, can you send it, uh, yeah.
[CUSTOMER][NEUTRAL] You will send it to the paper, right?
[AGENT][NEUTRAL] Yes, you need to send the paper claim either fax or mail.
[AGENT][NEUTRAL] No electronics. We need you will be attached to it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, you are the primary, right?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we, uh, can I have the call someone for this?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] Will you please spell out your name for my documentation.
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's all right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for assisting me. Have a nice day. Bye bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Yeah, bye bye. Have a nice day.
[AGENT][NEUTRAL] Bye. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.