AccountId: 011433970860
ContactId: f91b0a9e-d48f-444d-8a82-678b45cbf7df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252740 ms
Total Talk Time (AGENT): 78837 ms
Total Talk Time (CUSTOMER): 60288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f91b0a9e-d48f-444d-8a82-678b45cbf7df_20250617T14:54_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] How may I assist you? Good morning. This is [PII] calling you from provider's office to check on a claim status.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 00994160.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The one Board.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Day of service and total bill.
[CUSTOMER][NEUTRAL] The service is [PII] for the bill amount, $824 even.
[AGENT][POSITIVE] And thank you so much, [PII], for verifying the policy. You're calling in for status. You can also check claim status via our secured portal, which is [PII]. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, by the way, uh, let me tell you, uh, we have already called on this before and I got to find out that it was denied for.
[CUSTOMER][NEUTRAL] Primary explanation of benefit.
[CUSTOMER][NEUTRAL] So we have sent it via fax. Do you want to verify the fax number?
[AGENT][NEUTRAL] No, I don't need to verify the fax number. I'm pulling the information up to see what we received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I did pull that claim up and for the second submission, it shows that we did receive it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] It is showing that the EOB was not legible, so we were not able to read the EOB so we need a legible EOB in order for us to process their claim.
[CUSTOMER][NEUTRAL] OK, so you don't see a proper details on the EOB, right?
[AGENT][NEUTRAL] It's not, we're not able to read that EOB, so we're needing a legible EOB in order for us to process that claim.
[CUSTOMER][NEUTRAL] OK, so you want us to send in another EOB.
[AGENT][POSITIVE] And it'll be that we can read correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So can you just
[CUSTOMER][NEUTRAL] Spell your spell out the name for documentation.
[AGENT][NEUTRAL] That will be spelled [PII] with the last initial of [PII] in today's date as the call reference. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, sir.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.