AccountId: 011433970860
ContactId: f19ecff3-0f4c-461d-b86d-c7f434823153
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242289 ms
Total Talk Time (AGENT): 79132 ms
Total Talk Time (CUSTOMER): 89885 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/f19ecff3-0f4c-461d-b86d-c7f434823153_20250407T17:18_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] Hi, I'm calling to check on a denied reason of a claim.
[AGENT][NEUTRAL] I can verify claim denial. May I have a claim number?
[CUSTOMER][NEUTRAL] Oh, unfortunately I don't have a claim number. I can give you the claim information.
[AGENT][NEUTRAL] OK, may I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. My last initial is [PII] and the policy number is 2203918.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] $7,169 even.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII]. Check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] Now what you needed
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, it doesn't look like we received data service 11-10-2024 for 7,169.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would that be the facility claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we don't show that we have received it as of today. Would you like to fax it over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, before that, can you please better give me just um the payer ID to submit claim electronically.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[CUSTOMER][NEUTRAL] Mm let me type this down.
[CUSTOMER][NEUTRAL] So claim is not on file correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] What is the family filing?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just a second. Uh, can you provide me please the
[CUSTOMER][NEUTRAL] Effective and termination date for this member's plan.
[AGENT][NEUTRAL] Sure, this policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] No termination date?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Can you give me last uh caller reference number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII] have a nice day take care and bye for now.
[AGENT][POSITIVE] And you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] I said we wanna see [PII].