AccountId: 011433970860
ContactId: 0193539b-78d5-4c6f-bd4a-92b5216c5271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145990 ms
Total Talk Time (AGENT): 52166 ms
Total Talk Time (CUSTOMER): 85944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0193539b-78d5-4c6f-bd4a-92b5216c5271_20250331T14:53_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I just had a quick question.
[CUSTOMER][NEUTRAL] Um, I don't know. Do you want my policy number first?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, it is 05 I'm sorry, 025.
[CUSTOMER][NEUTRAL] 858874
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Sure it's [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And how can I help you today, [PII]?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So, um, I had filed a claim um for a surgery that I had had and what it's what's pending right now is my explanation of benefits, um, for my primary insurance, um, because I'm waiting on the hospital to bill them completely, so my question was is that they're starting to do it and they've done some of it like the anesthesiologist has completed his bill.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, can I send those over as I get them, or should I wait until everything is done?
[AGENT][NEUTRAL] No, ma'am. You can send them over as you receive the bills.
[CUSTOMER][NEUTRAL] OK, alright, I thought I wanted to double check. OK, I'll go ahead and just whenever I'm gonna check it kind of daily because it's been over a month now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, just keep in mind.
[CUSTOMER][NEUTRAL] So I will.
[AGENT][NEUTRAL] Keep in mind your inpatient benefit allows $3000 per calendar year. So as the claims come in, they'll take from that. So when the hospital bill does finally come in, it'll get the remaining, if any, on the hospital.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Understood. OK, not a problem at all.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.