AccountId: 011433970860
ContactId: fd63b871-9c28-456c-9b3f-49cbeb1d6acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200940 ms
Total Talk Time (AGENT): 78098 ms
Total Talk Time (CUSTOMER): 59694 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/fd63b871-9c28-456c-9b3f-49cbeb1d6acd_20250530T17:14_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] Yeah, hello ma'am. My name is [PII]. I'm calling from provider's office to check on a claim status. Also, I would like to inform you that this call has been recorded for quality and training purposes.
[AGENT][NEUTRAL] Could you spell your name for me please?
[CUSTOMER][NEUTRAL] Yes, it's spelled as [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02467703
[AGENT][NEUTRAL] And that's 0467703.
[CUSTOMER][NEUTRAL] It is 02467703.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for status for this member. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] total charge $1,761 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal that is [PII] and I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And for that claim it does so that we read it on [PII] or [PII] it was processed on [PII].
[AGENT][NEUTRAL] That claim number is 359.
[AGENT][NEUTRAL] 2152.
[AGENT][NEUTRAL] That claim process and it denied requesting the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you, ma'am. Can you also provide me the fax number where we can submit the primary carrier COB?
[AGENT][NEUTRAL] Yes, that fax number is [PII].
[AGENT][NEUTRAL] [PII] and that is attention claims department.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, Ear?
[CUSTOMER][NEUTRAL] No, ma'am, that's all just the call reference.
[AGENT][NEUTRAL] The call reference would be my first name, [PII] spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Uh thank you so much, ma'am. That's all. You have a great day ahead.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. You have a great day as well.