AccountId: 011433970860
ContactId: fd7077fb-3ecf-4ee4-a089-0f1a1a29993e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316420 ms
Total Talk Time (AGENT): 98281 ms
Total Talk Time (CUSTOMER): 106993 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/2025/04/03/fd7077fb-3ecf-4ee4-a089-0f1a1a29993e_20250403T16:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of this office speaking with [PII].
[AGENT][NEGATIVE] I could barely, could you repeat your name cause I didn't catch it when you provided it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell your name for me please?
[CUSTOMER][NEUTRAL] [PII] and my initial is [PII].
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] So, I'm not sure if you're saying [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Hello. So, uh, did I just spell your name correctly? Cause when you talk, it's a muffler.
[CUSTOMER][POSITIVE] Yeah, that's the correct name. Which is spell out right now.
[AGENT][NEUTRAL] OK, my name is [PII] and today's date is a reference. Can I have a callback number for you and that policy number and the reason for your call?
[CUSTOMER][NEUTRAL] OK. And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] OK. And the policy number is
[CUSTOMER][NEUTRAL] 02487948 M. like Mary L like Larry.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] Thank you. Can I have that member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member's name is [PII].
[AGENT][NEUTRAL] And the reason for your call today, [PII]?
[CUSTOMER][NEUTRAL] I started
[AGENT][NEUTRAL] And what is the data service that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] I'm sorry, could you please come again?
[AGENT][NEUTRAL] You said you're calling to check the status of a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The valid amount of $180 even.
[AGENT][NEUTRAL] And what is your procedure code?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] So what is the procedure code on your claim?
[AGENT][NEUTRAL] For that date of service. Your CPT code is your procedure code?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] And the procedure codes are 36415.
[CUSTOMER][NEUTRAL] And 80053. And last line item that is 85025.
[AGENT][NEUTRAL] I'm not showing this claim on file.
[AGENT][NEUTRAL] Could you verify how you submitted the claim here to American Public Life, yes.
[CUSTOMER][NEUTRAL] No claim on file.
[CUSTOMER][NEUTRAL] Um, one moment. Let me just check.
[CUSTOMER][NEUTRAL] OK. Uh, the claim was submitted to the mailing address [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing the claim on file for the data service and what was the bill amount?
[CUSTOMER][NEUTRAL] The, uh, the bill amount is $180 even.
[AGENT][NEUTRAL] 1 $180.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Unfortunately there's no claim on file.
[CUSTOMER][NEUTRAL] Yeah, uh, let me know the member's eligibility.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently currently active.
[CUSTOMER][NEUTRAL] OK. Thanks for your help. And also, would you please uh let me know the current mailing address?
[AGENT][NEUTRAL] The mailing address that you provided was correct, the [PII], that was the correct mailing address.
[AGENT][NEUTRAL] However, we just don't have the claim on file.
[CUSTOMER][NEUTRAL] OK. Uh, let me
[CUSTOMER][NEUTRAL] Just one of the payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the time we're filing to submit the claim?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] Thank you for your help. Bye for now.