AccountId: 011433970860
ContactId: e75f596f-2db6-4b8b-bdb3-85287b379f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343140 ms
Total Talk Time (AGENT): 103816 ms
Total Talk Time (CUSTOMER): 140184 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e75f596f-2db6-4b8b-bdb3-85287b379f17_20250430T20:23_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] Good afternoon. My name is [PII]. I'm calling from South Atlanta Urgent Care Clinic. Can you please spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] And the first initial is the last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] And how may I help you today?
[CUSTOMER][NEUTRAL] Uh, I would like to check the claim status for a patient. Can you please provide us?
[AGENT][NEUTRAL] I can verify claim status. May I have your policy number?
[CUSTOMER][NEUTRAL] D. like Delta 43732046.
[AGENT][NEUTRAL] That is not our policy number.
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][NEUTRAL] The first letter is D and the number 43732046.
[AGENT][NEUTRAL] That is not our policy number. Do you have the social security number or I can do a name search?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So we don't have social security number for this patient.
[AGENT][NEUTRAL] Can you spell the first and last name?
[CUSTOMER][NEUTRAL] Sure. The first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] And this extension of [PII].
[AGENT][NEUTRAL] I'm sorry, what's your extension?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $400.
[AGENT][POSITIVE] Thank you for future reference. You may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number will be 02557374.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm mhm.
[AGENT][NEUTRAL] And I'm not saying that we have received any claims as of today. There's no claims in history.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When on [PII].
[CUSTOMER][NEUTRAL] Correct. And can you please confirm that the patient is active on your service?
[AGENT][POSITIVE] Yes, the policy is effective. Let me get that pulled up.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], 2024.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy term 12-29-2024. It was active at time of service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. What is the uh beginning date?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] Beginning date
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. And the policy number is 02557374. Correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you so much. And can you please confirm that what is the timely filing limit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, thank you so much for helping with us today. Can you please write down the call reference number?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] You are so welcome.
[CUSTOMER][POSITIVE] Have a nice day. Bye for now.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Alex, have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm