AccountId: 011433970860
ContactId: 04952822-bfd5-4df7-884f-d43dcd88b342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135350 ms
Total Talk Time (AGENT): 51045 ms
Total Talk Time (CUSTOMER): 75764 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/04952822-bfd5-4df7-884f-d43dcd88b342_20250402T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], good morning. I don't know if you can help me, but we're gonna give it to you a college try. Um, I have a claim number I wanted to ask you about.
[AGENT][NEUTRAL] OK, may I have the claim number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure. It's 358-318-8.
[AGENT][NEUTRAL] May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, uh my first name is [PII]. I'm [PII], um, and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Sure. Um, I'm [PII]. My email address is [PII], and my address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And how can I help you today?
[CUSTOMER][NEGATIVE] OK, I just, uh, submitted a claim for, um, and I, you know, I didn't know it's covered, but, um, if it was covered but I got a rejection and I think from what I can see I keep getting error messages said that my coverage has lapsed.
[CUSTOMER][NEUTRAL] I is that why it was rejected?
[AGENT][NEUTRAL] Yes, it looks like this policy is termed, but the claims that you submitted are asking for the diagnosis code.
[CUSTOMER][NEUTRAL] Can you tell?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, I didn't get that, so we just need a diagnosis code because this was, I know my policy lapsed as of [PII], but this was before [PII], so I just need a diagnosis code.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. How do I get that? Do, does it, I mean, what do you need? How do you need that? Does the doctor have to write it out or?
[AGENT][NEUTRAL] Yes, it has to come from the provider. We suggest you get an itemized bill from the provider and the diagnosis code is usually there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Kate. Have a great day.
[CUSTOMER][POSITIVE] Appreciate you.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you so much. All right, bye-bye.
[AGENT][POSITIVE] Thanks. Bye-bye.