AccountId: 011433970860
ContactId: 12c6b9af-25fa-408a-9979-3936285753a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 604859 ms
Total Talk Time (AGENT): 156811 ms
Total Talk Time (CUSTOMER): 215596 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/12c6b9af-25fa-408a-9979-3936285753a0_20250121T18:40_UTC.wav
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[CUSTOMER][NEUTRAL] You know for neuropathy.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], I'm calling, um, I'm trying to get into my claim, um, um, but I can't, uh, access it on my, uh, online. I don't know why I can't I get to a certain part and it's just it.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] I can't I don't see that. I don't have it.
[AGENT][NEUTRAL] That will be your benefit certification number.
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] May I have your social please?
[CUSTOMER][POSITIVE] [PII] every time you come to your appointment you're gonna see we have an awesome staff there's several.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh my
[AGENT][NEUTRAL] And could you please verify your date of birth and then the mailing address listed on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 6006 East Edith Place Tuftsa, Oklahoma.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it does look like we have an email address on file. Could you verify that for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not the one that's listed on file.
[CUSTOMER][NEUTRAL] We were supposed to change it to that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause they got my work email.
[AGENT][NEUTRAL] OK, may I have that email address?
[CUSTOMER][NEUTRAL] I have no idea what that is.
[AGENT][NEUTRAL] OK, because I have to verify that email address.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Some DHS.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Because we were advised to change that in January.
[AGENT][NEUTRAL] Which is actually this this month.
[CUSTOMER][NEUTRAL] And they, I've given it, they said they've changed it twice.
[CUSTOMER][NEUTRAL] To my uh uh the [PII].
[AGENT][NEUTRAL] OK, we did have it in the system but we were advised to change it.
[AGENT][NEUTRAL] By you to another address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's the one.
[AGENT][NEUTRAL] We have that in in the system, but it was advised to change it to another email address.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am. It was my work ID.
[AGENT][NEUTRAL] OK, so are you able to verify either your work email or something before I can even do anything to this policy?
[CUSTOMER][NEUTRAL] Let me see what it is. Let me see can I find it on my.
[CUSTOMER][NEUTRAL] [PII] [PII] is OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that the one you're talking about?
[AGENT][NEUTRAL] No, I'm going to see where did we receive this email address because it was advised to update it. Let me check that for you.
[CUSTOMER][NEUTRAL] And that's what I gave you my.
[CUSTOMER][NEUTRAL] My personal.
[CUSTOMER][NEGATIVE] I don't want them going to my work uh email.
[AGENT][NEGATIVE] OK, because that's not even the work email address that we have in here.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] We have 2
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, see that is the one that we have on file that we were advised to change it to.
[CUSTOMER][NEUTRAL] No, that's my work ID.
[CUSTOMER][NEUTRAL] And plus we're going on another company so.
[CUSTOMER][NEGATIVE] Another company is taking over.
[AGENT][NEUTRAL] Let me go in here.
[CUSTOMER][NEUTRAL] They probably, they probably shut down and deliver the email.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This would be the 3rd time that I.
[CUSTOMER][NEUTRAL] Had it changed over and I see they hadn't changed it over.
[AGENT][NEUTRAL] OK, I did get that request submitted over.
[AGENT][NEUTRAL] And Miss [PII], how may I assist you on your policy?
[CUSTOMER][NEUTRAL] I'm just, I can only get so far in and I wanna know what's going on with it.
[AGENT][NEUTRAL] OK, so what issue are you having? Uh, is it that you're trying to set up an OSC or?
[CUSTOMER][NEUTRAL] I have already have one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can go to, I can log on and if I log on.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] That's it. When I get to the uh download file.
[CUSTOMER][NEUTRAL] You won't do anything else.
[AGENT][NEUTRAL] OK, may I have the date of service that you're trying to pull up?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so it does look like we did receive that claim on [PII]. It was processed on [PII]. It is saying that we can't use receipts. So we're needing the primary EOB and the diagnosis code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll probably have a receipt and uh.
[CUSTOMER][NEUTRAL] From what I know, I know what she did need from the hospital, the doctor, I mean, uh, the coat I, I know, uh.
[AGENT][NEUTRAL] We're needing
[AGENT][NEUTRAL] We're needing
[AGENT][NEUTRAL] OK, we don't need a receipt. We don't need the receipt.
[CUSTOMER][NEUTRAL] You need the paperwork from the doctor's office, the hospital.
[AGENT][NEUTRAL] Whoever rendered the services, we would need it from them. So you would need the diagnosis code from that provider and then the primary insurance explanation benefit for those dates of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how do I get them to I can uh.
[CUSTOMER][NEUTRAL] Email them to you.
[AGENT][NEUTRAL] We don't do email. You would have to submit it via the portal, fax or mail.
[CUSTOMER][NEUTRAL] Uh, do I have to go?
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] I can fax them to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye.