AccountId: 011433970860
ContactId: 1768ed2f-9d14-4b02-9bc5-8149f181f090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273540 ms
Total Talk Time (AGENT): 68907 ms
Total Talk Time (CUSTOMER): 166072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1768ed2f-9d14-4b02-9bc5-8149f181f090_20250129T17:22_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. Um, this is [PII], policy number 02458531.
[CUSTOMER][NEUTRAL] M [PII].
[AGENT][NEUTRAL] Can you please repeat your first name and a good callback number?
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] Yeah, Monday, and a good callback number would be [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. How may I assist you today?
[CUSTOMER][NEUTRAL] I'm filling up a form for a refund of the deductible portion and on section A, um, I wanna ask you if I need to put my information and then on section B.
[CUSTOMER][NEUTRAL] My daughter's information.
[AGENT][NEUTRAL] OK, let me pull up the claim form. Who is the claim actually for?
[CUSTOMER][POSITIVE] Thanks sir.
[CUSTOMER][NEUTRAL] My daughter, my daughters.
[AGENT][NEUTRAL] OK, let me get the form pulled up one moment.
[CUSTOMER][NEUTRAL] But she's disabled and [PII] so not able to sign.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment just waiting on the claim form to load.
[CUSTOMER][POSITIVE] Don't worry.
[CUSTOMER][NEUTRAL] Is the music bothering you?
[AGENT][NEUTRAL] No, ma'am. You're fine. You're fine. So, in section A,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would be your information?
[AGENT][NEUTRAL] In section B, it would be your daughter's information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm glad, um, now we have another page all the way on I lost it. OK, 103303. What is page 2 or 3 here we go 203303 all the way on page 3 of 3. That's where I'm gonna put my daughter information.
[AGENT][NEUTRAL] On page 3 is where you're gonna sign and date your name.
[CUSTOMER][NEUTRAL] But the name of the patient.
[CUSTOMER][NEUTRAL] And date of birth would be my daughter's.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And is she a minor? She's a minor, that will be your signature.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no, I, I understand it's my signature. I don't have a question on that. Um, I have a question on the line right before that, what is a printed name of patient.
[AGENT][NEUTRAL] Yes, you will put your daughter's name there.
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] The date are sure.
[CUSTOMER][NEUTRAL] First and last or just first? First and last, right?
[AGENT][NEUTRAL] First and last. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect and then it would be my signature and the date I signed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect, um, since I have you on the phone, let me just rewind what am I saying.
[CUSTOMER][POSITIVE] I'm sending you this form filled out. I am sending you the explanation of benefit, and I'm sending you the bill that match the uh explanation of benefits. And then I'm gonna send you a blank page with the name and the code of the diagnosis. And that will be, and the form, and that will be it, right?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] And OK.
[CUSTOMER][NEUTRAL] F 84.0, yeah, I'm just putting everything down. I, I really don't wanna forget anything. OK, uh, hope everything goes well. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] Mo, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.