AccountId: 011433970860
ContactId: 03d85bdf-1ba5-4af8-81b8-3088ecdf6bda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234330 ms
Total Talk Time (AGENT): 93394 ms
Total Talk Time (CUSTOMER): 120683 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/03d85bdf-1ba5-4af8-81b8-3088ecdf6bda_20250124T16:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I just have a question. We have American Public Life as our gap insurance, and I received a statement from when I was in the hospital from the neurologist. So, when I called the office, I gave him, gave them the, um,
[CUSTOMER][NEUTRAL] The supplemental insurance details and they said I have to submit it to you guys. They don't do that. Is that correct?
[AGENT][NEUTRAL] Um, it could be either or, it would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Either the insured or the provider facility that could submit the claims.
[CUSTOMER][NEUTRAL] OK, so how do I go about submitting the claim to you guys?
[AGENT][NEUTRAL] Um, what is, can I get your name please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] There's no policy number on the card. It's only got an in-hospital benefits certification number.
[AGENT][NEUTRAL] That's gonna be it. Can I get one of those?
[CUSTOMER][NEUTRAL] And an outpatient.
[CUSTOMER][NEUTRAL] OK. So 0, sure, 02454910. M [PII], and the number 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, could you, let's see here, it looks like.
[AGENT][NEUTRAL] Is it a doctor's visit for you, [PII]?
[CUSTOMER][NEUTRAL] It was a hospital, yeah, uh, actually a doctor's visit for me, correct, last year.
[AGENT][NEUTRAL] OK, all right, could you confirm your date of birth, your address, and the email address on the account?
[CUSTOMER][NEUTRAL] Sure. My date of birth is [PII]. My name is [PII]. My address is [PII]. And um what else did you need? Sorry.
[AGENT][NEUTRAL] The email address on the account.
[CUSTOMER][NEUTRAL] It could be [PII] or [PII].
[AGENT][NEUTRAL] No, it's not gonna be either one of those.
[CUSTOMER][NEUTRAL] Oh, so then it must probably be my husband's work email, which I do not know.
[CUSTOMER][NEUTRAL] Because the policy is in his name, and that's [PII].
[AGENT][NEUTRAL] Um, yeah, it would, I would have to get that confirmation since he is the policy holder and even though we're calling about your.
[AGENT][NEUTRAL] Um, data service, I would have to get that confirmation before I can even go any further, and I do apologize.
[CUSTOMER][POSITIVE] That's no problem. I'll get that from him. Thank you very much for your help.
[AGENT][NEUTRAL] Let me give you your policy number though. I do see that you have a policy with us, but until I can get that confirmation, I do have to um
[AGENT][NEUTRAL] I do have to have that, but I can go ahead and give you your policy number.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Let me know when you're ready for that. OK, it's 245.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 4910.
[CUSTOMER][NEUTRAL] 4910. OK, great. And your name again, I'm so sorry?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's [PII] and I'm so sorry we just have to have verification before we can even go any further into the policy.
[CUSTOMER][POSITIVE] OK, no problem. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else that I can help you with? I know I haven't been much help and I do apologize for that.
[CUSTOMER][POSITIVE] No, no, no, that's fine. No, you're fine. Thank you very much.
[AGENT][POSITIVE] You're welcome. Well thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Alright bye bye.