AccountId: 011433970860
ContactId: 06f0aedf-f76d-436a-90a9-8142a8301ffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205149 ms
Total Talk Time (AGENT): 78433 ms
Total Talk Time (CUSTOMER): 122318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/06f0aedf-f76d-436a-90a9-8142a8301ffe_20250320T15:05_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Lives, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, so, um, I was just curious how far back can you, um, actually put claims in? Do you have a, a window like 1 year, 2 years?
[AGENT][NEUTRAL] Uh, let me take a look at your policy and I can let you know. Could I get your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK. And [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much for that. And uh do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is. You want my member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 41079021
[AGENT][NEUTRAL] OK, this would be for American Public Life.
[CUSTOMER][NEUTRAL] Oh wait wait wait wait wait
[CUSTOMER][NEUTRAL] I'm sorry, I apologize. I was looking at something else. 01975687 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, and [PII], if you could verify your date of birth and mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII] mailing address is [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, thank you so much for verifying that information and verifying your policy and you're calling to see how far back you can file a claim.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so this policy does not have a timely filing limit, so let me see.
[CUSTOMER][NEGATIVE] I got denied on a few claims and I, I just.
[CUSTOMER][NEUTRAL] I just, I didn't know how it all worked. I have UMR United Healthcare is my um primary and then APL is secondary.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I, I didn't know what information to give, and, and I just had an emergency, so I'm, I'm making myself learn as to what paperwork that APL needs in order to process it properly so.
[AGENT][NEUTRAL] OK. OK. Um, so, yeah, you can go back to as far back as when you first received the policy. So at any time you were active under the policy, uh, you can file a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, you were with, um, I had Aetna before and you, you were still, I don't know if you can tell me that, that APL was with my Aetna account as well as United um Healthcare right now.
[AGENT][NEUTRAL] So your question, what's the question again? I'm sorry.
[CUSTOMER][NEUTRAL] Did I have APL when I had Aetna insurance?
[AGENT][NEUTRAL] Uh, no, I'm not able to tell as far as your secondary, but I can let you know you've had American Public Life since uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, that's cool then I did have that. OK. Well, thank you so much. I'm gonna have to do my homework because like I said, I, I, I just, I'm not good with insurance. I give kudos to you, to you guys because insurance just always confused me.
[AGENT][NEUTRAL] I understand. I understand.
[CUSTOMER][NEUTRAL] So, I never got a chance to actually put the paperwork in, but I, I, I'm getting myself educated for this paperwork, so I thought, oh my goodness, I probably have money that are owed to me and I haven't, I didn't do anything about it, so.
[AGENT][NEUTRAL] OK. OK. Well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, well thank you so much.
[CUSTOMER][POSITIVE] No, I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.