AccountId: 011433970860
ContactId: 17b3b96a-d747-4cd8-8fd5-6448b6bb2d5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177029 ms
Total Talk Time (AGENT): 81967 ms
Total Talk Time (CUSTOMER): 52991 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/17b3b96a-d747-4cd8-8fd5-6448b6bb2d5f_20250121T15:00_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] I just want to check on the status of the bill that medical bill that I have.
[AGENT][NEUTRAL] I'm sorry, you said you wanted to check on a medical bill?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, um, as in like a claim status?
[CUSTOMER][NEUTRAL] Um, I'm not sure it's, it's, I think I guess so it's from [PII].
[AGENT][NEUTRAL] OK, you're wanting to see if it's been paid on?
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your claim number?
[AGENT][NEUTRAL] I'm sorry, I didn't mean to say claim number. I meant to say policy number. I'm sorry.
[CUSTOMER][NEUTRAL] Um, I'm not sure.
[CUSTOMER][NEUTRAL] Oh, policy number, uh.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 439381
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What was, what was the other thing you needed?
[AGENT][NEUTRAL] Um, your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII], the zip code [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] Alrighty, and all the information provided is a verification of benefits, not a guarantee of payment. And so you said it's a claim on file for [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] OK, um, so I'm not sure if the provider has filed the claim with American Public Life, um, but we have not received a claim for that data service yet.
[CUSTOMER][NEUTRAL] OK, so what do I need to do?
[AGENT][NEUTRAL] So if you have an actual bill there, then you can call the provider and let them know that you have a secondary insurance and give them your policy number and they'll bill us for the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, they'll most likely ask you for like our phone number and um you can give it to them with the policy number and then they'll probably call us to get the benefits and like the claims mailing address and stuff so they can send it over.
[CUSTOMER][POSITIVE] OK all right well thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Oh, that'll do it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.