AccountId: 011433970860
ContactId: e7d7cfe0-520a-4c34-a013-4050519717b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242250 ms
Total Talk Time (AGENT): 104445 ms
Total Talk Time (CUSTOMER): 80136 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e7d7cfe0-520a-4c34-a013-4050519717b9_20250603T16:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII] calling from the provider office to check the claim status. What are you doing today?
[AGENT][NEUTRAL] Good, how are you? Can I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] And could I get your name one more time, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, [PII], and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 1440654
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you did say status today. What is the date of service you're checking?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I do not show we have a claim on file for 124-2024.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Could you please check the patient's eligibility?
[AGENT][POSITIVE] I do show the the policy was effective at the time of service.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the patient's policy starting date?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] From when it is effective.
[AGENT][NEUTRAL] OK, I show the policy has been effective since [PII]. It's still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please confirm the mailing address?
[AGENT][NEUTRAL] Yes, sir. The mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you, could you please spell that?
[AGENT][NEUTRAL] Spell
[CUSTOMER][NEUTRAL] Could you please spell it?
[AGENT][NEUTRAL] Spell what?
[CUSTOMER][NEUTRAL] Of the [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, continue please from there onwards.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's my mistake, yeah.
[CUSTOMER][NEUTRAL] Yeah. Is there any fax number to submit the claim?
[AGENT][NEUTRAL] Yes, sir. Uh, you can fax claims to 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could you please confirm the TFL timely filing limit?
[AGENT][NEUTRAL] There is no timely filing limit for this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, could you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Call reference number for this call.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, I got my information what I need. It was so nice talking to you. Have a great day. Bye-bye.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.