AccountId: 011433970860
ContactId: 0d07980b-36b0-4eaf-bb66-9913abdb5455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267980 ms
Total Talk Time (AGENT): 112397 ms
Total Talk Time (CUSTOMER): 116181 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0d07980b-36b0-4eaf-bb66-9913abdb5455_20250402T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from provider's office to get the member's eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[AGENT][POSITIVE] Thank you. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] As I said, even, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. So I've received two policy numbers, but uh let me give you, that's for American Republic Corp.
[AGENT][NEUTRAL] Are you trying to reach? Hold on one moment. Are you trying to reach American Republic or American Public Life?
[CUSTOMER][NEUTRAL] And the member ID.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] American Republic.
[AGENT][NEUTRAL] OK, so you're calling the wrong insurance company? Go ahead.
[CUSTOMER][NEUTRAL] Just a minute. Let me just
[CUSTOMER][NEUTRAL] Let me just uh verify the member ID card once.
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] So it is American Public Life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have the um policy certification number?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Uh, yeah, I, I do. Let me give you that. It is 02549863.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Can you verify the number
[CUSTOMER][NEUTRAL] Sure. It's for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing that this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] And it is a
[CUSTOMER][NEUTRAL] The payment
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And there were no active policies after that.
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] Yeah, thank you for that. Uh, so I had the date of service [PII]. So so let me just go ahead and submit it to the claim. What is the timeframe to submit the claim?
[AGENT][NEUTRAL] There's no timely filing as long as the policy was active on the data service, you can file at any time.
[CUSTOMER][POSITIVE] OK, that's, that's great. What is the payer ID?
[AGENT][NEUTRAL] 6080.
[AGENT][NEUTRAL] Actually, hold on one moment.
[AGENT][NEUTRAL] My apologies, it's 64.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] OK. Can you please tell me your mailing address to submit the claim?
[AGENT][NEUTRAL] So this is going to go to [PII], and that's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK then, thank you so much for that information. That's all that I wanted. Uh, can I get your call reference number and name?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. My name is [PII] [PII].
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII] for uh for, for your assistance. Can I get your direct line so that I can reach you instead of transferring?
[AGENT][NEUTRAL] Um, there's no direct line. You would just reach out to us. It's a call center.
[CUSTOMER][NEUTRAL] OK. Oh, can you please give at least the number cause it has been transferred from the different
[AGENT][NEUTRAL] OK, our phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for assisting me. You have a wonderful day and bye-bye.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.