AccountId: 011433970860
ContactId: e6e5ca43-9858-473f-b2c0-15193a0db93d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432739 ms
Total Talk Time (AGENT): 115871 ms
Total Talk Time (CUSTOMER): 136863 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e6e5ca43-9858-473f-b2c0-15193a0db93d_20250402T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am calling about claims for a member.
[AGENT][NEUTRAL] OK, I can help you with the claim status, Ms [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] That is um [PII].
[AGENT][NEUTRAL] OK, and you said that was the last four digits was [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], sorry. Uh, date of birth is [PII] and that policy number is 01871611.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am. Let me pull up that policy for us real quick.
[AGENT][NEUTRAL] OK and then um can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, both claims are for [PII]. The first um amount was $303.00 and the other one was $13 even.
[AGENT][NEUTRAL] OK and then what's the name of your facility?
[CUSTOMER][NEUTRAL] Central Ohio Primary Care Physicians Inc.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and you your name is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, good. I think I got it right then. All right, I'm gonna put you on a brief hold, Miss [PII], while I pull this claim up for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] back with you again, so looking on date of service uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] Sorry, yes, now I can.
[AGENT][NEUTRAL] OK good I did not find the file for [PII] for that.
[CUSTOMER][NEUTRAL] OK, so no, uh, let's see.
[CUSTOMER][NEUTRAL] Alright, how, oh jeez, hold on one second, where is the
[CUSTOMER][NEUTRAL] OK, so, um, can you confirm the claims address for me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[AGENT][NEUTRAL] Oh, OK, we're having some bad weather.
[AGENT][NEUTRAL] doubt about my phone right now. I'm sorry.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Oh yeah. Same thing over here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Wait, did you already say the claims address? Maybe that's when you cut out.
[AGENT][NEUTRAL] Oh, yes, ma'am. The claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, because we sent it to the address on the card, which was the [PII].
[CUSTOMER][NEUTRAL] [PII], so that one's not correct.
[AGENT][NEUTRAL] Right, um, the claims address is the one that I just gave you for.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] you said [PII].
[AGENT][NEUTRAL] City, [PII].
[CUSTOMER][NEUTRAL] Wait, say that again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the zip is
[CUSTOMER][NEUTRAL] I know I was missing something.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, you went out again. I'm sorry.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, did you get that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, and may I also and um as far as the name we can put American Public Life, correct?
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, or APL for short.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or APL, OK.
[CUSTOMER][NEUTRAL] OK, and may I have a call reference if you guys give those out?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a great day. Thanks again.
[AGENT][NEUTRAL] You too, Ms [PII]. Is that everything I can help you with today?
[CUSTOMER][POSITIVE] Yes, that's it. Thank you. Bye-bye.
[AGENT][POSITIVE] OK, well, you're welcome you have a wonderful day and thanks for calling APO bye bye ma'am.
[CUSTOMER][NEUTRAL] You too. Bye-bye.