AccountId: 011433970860
ContactId: 0c12961c-65d9-4b8c-8dfc-4becabe1d400
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236979 ms
Total Talk Time (AGENT): 71073 ms
Total Talk Time (CUSTOMER): 98673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/0c12961c-65d9-4b8c-8dfc-4becabe1d400_20250421T20:15_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, I received a notice that uh services for a visit.
[CUSTOMER][NEUTRAL] Uh, for my daughter [PII], we're not eligible because the plan expired, um, so I was calling to give you the updated plan information. We did not switch from unit.
[CUSTOMER][NEUTRAL] and just renewed in December instead of January.
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] On my insurance.
[AGENT][NEUTRAL] Yes, ma'am. Is this your American Public Life number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] If that's the, I don't have an American public life number.
[AGENT][NEUTRAL] Do you have coverage with American public?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Can you? hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, there you are.
[CUSTOMER][NEUTRAL] So I have United Healthcare. That's why I was confused why I'm getting American Public Life.
[AGENT][NEUTRAL] OK. So American would be your primary. We would be secondary if you had it. Do you have a claim number or something that you received from us?
[CUSTOMER][NEUTRAL] Yes, um, OK, claim number is 35895009.
[AGENT][POSITIVE] Thank you and may I have your name and a good call back number for you?
[CUSTOMER][NEUTRAL] Is the moment.
[CUSTOMER][NEUTRAL] My name
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Did you get that?
[AGENT][POSITIVE] Yes ma'am, and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. [PII], can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And was there something else?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So I have this policy number pulled up and let me double check.
[AGENT][NEUTRAL] So it looks like under the APL, there is no coverage after [PII].
[AGENT][NEUTRAL] And looks like this data service was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they used.
[CUSTOMER][NEUTRAL] The doctor's office used really old insurance information and not our current information, is that what you're saying?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I need to call them and give them the updated information then.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you for your help.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.