AccountId: 011433970860
ContactId: e8874054-dc2f-4c13-8afb-966717a482a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424320 ms
Total Talk Time (AGENT): 119684 ms
Total Talk Time (CUSTOMER): 182468 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e8874054-dc2f-4c13-8afb-966717a482a5_20250128T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I'm putting on a status of claim?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] numbers
[CUSTOMER][NEUTRAL] Yes, my telephone number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have number.
[CUSTOMER][NEUTRAL] Yes that is.
[CUSTOMER][NEUTRAL] This policy ID number is 1275591.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Spe name is uh [PII]. Date of birth is uh [PII].
[AGENT][NEUTRAL] And you're calling in for status. May I have the date of service and total bill?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, so date is [PII] 2024.Buil amount on this, uh, build amount one moment.
[CUSTOMER][NEUTRAL] This bill amount is $179 even after primary insurance we are expecting $40.
[AGENT][NEUTRAL] And that is for data service of 32024. Total bill charge 179. You can also check claim status via our secured portal that is secured. [PII]. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 43.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, did you say that the service date is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes. OK, thank you.
[AGENT][NEUTRAL] So it shows that we did receive that claim and that claim was received on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 34.
[AGENT][NEUTRAL] 56,150. The claim processed and it denied that office visits are not covered under the patient's plan. Is there anything else that I can assist you with today, [PII]?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry, that I denied as office visits are not covered under the patient pro plan.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Um, I just uh spoke with one of your representative, uh, stated this claim, uh.
[CUSTOMER][NEUTRAL] Claim was denied for the primary. There is another claim number.
[AGENT][NEUTRAL] May I have that claim number because the claim number, the, the amount that you gave me was 320 of 24 for 179.
[CUSTOMER][NEUTRAL] Yeah I have a claim
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] She gave me
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The other claim number you provided is 3461105.
[AGENT][NEUTRAL] Let me check that number for you.
[CUSTOMER][NEUTRAL] number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] all.
[AGENT][NEUTRAL] That is not the correct claim number that you're inquiring about.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Uh, that's not the claim number.
[AGENT][NEUTRAL] You requested claim number 4320.
[CUSTOMER][NEUTRAL] Not belong to this patient?
[AGENT][NEUTRAL] 24 for total bill charge of 179. That is the claim number information that I gave you.
[CUSTOMER][NEUTRAL] 320
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh, we haven't received this UOB copy. Can you fax me this COB copy?
[AGENT][NEUTRAL] May I have a fax number please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This fax number is uh.
[CUSTOMER][NEUTRAL] One moment, it is 877.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, attention to [PII], and I just want to know, uh, this claim is processed as primary or secondary.
[AGENT][NEUTRAL] We're considered their secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I know when I can I'll receive the COP?
[AGENT][NEUTRAL] I will submit a request for the fax. It can take up to 24 to 48 hours.
[CUSTOMER][NEUTRAL] 24 to how many days?
[AGENT][NEUTRAL] 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a, uh, can you repeat your name again?
[AGENT][NEUTRAL] Yes, it is [PII]. Would you like me to spell that for you?
[CUSTOMER][POSITIVE] show that for you. Yes, go ahead.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I last initial of [PII] and today's date will be the call reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] They reaching.
[CUSTOMER][NEUTRAL] Uh, you said your name is [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] That is correct. Uh, that's all the information you're looking for today. Thank you. Have a nice day. Bye now, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm.