AccountId: 011433970860
ContactId: f0a153f2-d0dd-40b6-96fb-f82900245f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302809 ms
Total Talk Time (AGENT): 108224 ms
Total Talk Time (CUSTOMER): 130935 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f0a153f2-d0dd-40b6-96fb-f82900245f0b_20250617T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. You get a claim status on a patient.
[AGENT][NEUTRAL] I can verify claim status. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, I've got her number will be just a second.
[CUSTOMER][NEUTRAL] It is 971-133.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Absolutely, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, the date of service is [PII] for $411.
[AGENT][NEUTRAL] Thank you for future reference you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][POSITIVE] Secured, it was secured one.
[AGENT][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK, what was the CPT code built on that one?
[CUSTOMER][NEUTRAL] They they give it to me.
[CUSTOMER][NEUTRAL] They're not listing it I say maybe.
[CUSTOMER][NEUTRAL] Let's see CBT.
[CUSTOMER][NEUTRAL] No, the only it's got is a RO 7.9. And that's about it.
[AGENT][NEUTRAL] Yeah, cause I have one, but it has a different build amount.
[AGENT][NEUTRAL] And if for
[CUSTOMER][NEUTRAL] OK. For 411, you don't have that one?
[AGENT][NEUTRAL] I don't have a 411. What's the name of the group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, the group, hold on just a second.
[CUSTOMER][NEUTRAL] The group, let's see, the group name. Well, I'll go here to it.
[CUSTOMER][NEUTRAL] The facility name is Memorial Memorial Hospital.
[AGENT][NEUTRAL] Let me pull up this claim image just to verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this one is.
[AGENT][NEUTRAL] Same data service, different build amount.
[CUSTOMER][NEUTRAL] OK, so you don't have no claim on file. OK, do you guys, uh, you guys accept electronic claims?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, the electronic payer ID will be 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we also
[CUSTOMER][NEUTRAL] 608601, OK.
[AGENT][NEUTRAL] Yes, ma'am. And we also utilize the fax. Would you like the fax number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] And you guys will also, I could do a fax, you guys will submit the information or send the EOB through that way.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, also, that's what we're talking about. Now, is it, is it better to do with facts?
[AGENT][NEUTRAL] It's just whatever your preference is. Now, once the claim processes, it will go out in the mail. So unless you request a fax, then it will go out in the mail once the claim is processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I processed. It goes.
[CUSTOMER][NEUTRAL] Out in mail, OK.
[CUSTOMER][POSITIVE] Perfect. OK. That will.
[CUSTOMER][NEUTRAL] And I will get this claim to you.
[CUSTOMER][NEUTRAL] For this client?
[AGENT][POSITIVE] Alrighty. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, if I can get a reference number from you.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you. I used to love that name. I said, I don't know why my mama didn't name me [PII].
[AGENT][POSITIVE] Oh well, thank you, [PII].
[CUSTOMER][POSITIVE] I love that.
[CUSTOMER][POSITIVE] You're welcome, sweetie.
[AGENT][POSITIVE] You have a great day. Thank you for calling American Public Life, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You have a good one?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You too bye bye.