AccountId: 011433970860
ContactId: 0dc69b9e-41d9-4295-8f39-e7e66579e578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233610 ms
Total Talk Time (AGENT): 106315 ms
Total Talk Time (CUSTOMER): 71459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/0dc69b9e-41d9-4295-8f39-e7e66579e578_20250122T19:32_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] Yes, I was calling to get a claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the policy number is D for 41203237.
[AGENT][NEUTRAL] I do apologize, that is not our policy number. Can you spell the first and last name?
[CUSTOMER][NEUTRAL] OK, let me see, the first name is uh [PII]
[CUSTOMER][NEUTRAL] Last night is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Middle initial is [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And their date of birth is [PII].
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And I have the file pulled up. May I have a date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] That is $740 even.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well. The policy number will be 02.
[AGENT][NEUTRAL] 366-413.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm not showing any claims being received for data service [PII] and it was for medical, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Let me verify there's nothing else out here.
[AGENT][NEUTRAL] And there are no claims in our history.
[CUSTOMER][NEUTRAL] OK, let me verify the claim address.
[CUSTOMER][NEUTRAL] Is that claim address [PII]?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like to fax it?
[CUSTOMER][NEUTRAL] And when did you guys come?
[CUSTOMER][NEUTRAL] Yeah, I was gonna ask what's your time of the filing?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you like, you can fax it. You can fax it to 877.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, and do you think that the member ID was incorrect on the claim? Do you think that that was part of the reason you guys didn't get it?
[AGENT][NEUTRAL] No, ma'am. Once we receive it, they will put it under the correct address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The correct number. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, all I need is the reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII], last, last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[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 bye.