AccountId: 011433970860
ContactId: fe6a6c30-c1e4-48d3-9544-793f028cc73b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213100 ms
Total Talk Time (AGENT): 80921 ms
Total Talk Time (CUSTOMER): 88165 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/fe6a6c30-c1e4-48d3-9544-793f028cc73b_20250313T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Integras Health. I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 02132359.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, I do [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment and you say you're calling to verify claim status, Ms. [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, the data service was 7-14-2023, and the total bill amount was $173.
[AGENT][NEUTRAL] 173. OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And while I'm looking at claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[AGENT][NEUTRAL] And I apologize, Ms. [PII]. I don't show we received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh, just one second, and what was that website again [PII]?
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect, let me get that address for you.
[CUSTOMER][NEUTRAL] Um, it was sent to American Public Life Insurance Company [PII].
[AGENT][NEUTRAL] OK, that is correct. And if you like, I can give you a fax number if you want to fax the claim.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Uh, fax number 877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And since that data service is from [PII] that would be uh timely, right? Or not timely.
[AGENT][NEGATIVE] Oh, we don't have timely filing.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[CUSTOMER][NEUTRAL] Let me notate that.
[CUSTOMER][NEUTRAL] OK perfect and can I do you guys take it electronically if I resubmit it?
[CUSTOMER][NEUTRAL] Possibly or no?
[AGENT][NEUTRAL] Uh, our pay ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty, um, and so I just need to resubmit that and get that to you guys, correct?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what's the call reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, and your name was [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.