AccountId: 011433970860
ContactId: fc84b906-bbb7-40e0-9209-7d63f5abef7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198570 ms
Total Talk Time (AGENT): 78398 ms
Total Talk Time (CUSTOMER): 61318 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fc84b906-bbb7-40e0-9209-7d63f5abef7f_20250312T13:19_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status. Could you please help me with that?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, it is 01849114.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So it is for [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] Sure, one moment, please.
[CUSTOMER][POSITIVE] Sorry for that, one moment.
[CUSTOMER][NEUTRAL] So the date of service is [PII] and it is for $106 even.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII]. Check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEGATIVE] And that is data service 125-2024. As of today, it has not been received in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] So, so we can submit the claim to the fax?
[AGENT][NEUTRAL] Correct. Fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] OK, thank you so much for that. And the time refunding limit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][POSITIVE] Thank you so much. And could you please also help me with the policy effective term of the patient?
[AGENT][NEUTRAL] Policies effective [PII].
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And this plan is active. One moment, let me verify that.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Looks like policy term on [PII].
[CUSTOMER][POSITIVE] Thank you so much and the call reference number, please.
[AGENT][NEUTRAL] But it
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much. And thank you so much for patiently helping. Have a great day and bye for now.
[AGENT][POSITIVE] Hi, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Bye, thank you.