AccountId: 011433970860
ContactId: 1b8194a1-504e-4af6-a83c-7c6f5fc99ab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226360 ms
Total Talk Time (AGENT): 69253 ms
Total Talk Time (CUSTOMER): 144225 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/1b8194a1-504e-4af6-a83c-7c6f5fc99ab8_20250128T14:03_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Coffee.
[CUSTOMER][NEUTRAL] Hi, um, good morning. My name is [PII] and um I'm just calling to see if you've all received a claim currently from one of the hospitals that I was at.
[AGENT][NEUTRAL] I'll be happy to verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, I have a group number. Is that the same?
[AGENT][NEUTRAL] No, ma'am. It should say inpatient or outpatient.
[CUSTOMER][NEUTRAL] Mm, 00, it says in hospital benefits er number?
[AGENT][NEUTRAL] Cert number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So, um, that is 01678796 M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Sure. It is um [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was the last one?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information and do you have a data service?
[CUSTOMER][NEUTRAL] Um, yes, it was actually, um,
[CUSTOMER][NEUTRAL] Uh, [PII] and I was discharged on [PII].
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well. So we have
[CUSTOMER][NEUTRAL] Oh, I was trying to do that and I was trying to do a log in and uh it was telling me I was, I don't know, maybe I was entering the information in wrong, but.
[AGENT][NEUTRAL] I can get you over to the help team if you would like some assistance with that login.
[CUSTOMER][POSITIVE] But good to know.
[CUSTOMER][NEUTRAL] Um, that's OK. I can probably figure it out. I think I was just probably not rushing through it and not taking my time.
[AGENT][POSITIVE] OK, well if you need help in the future just give us a call and we'll be happy to help you.
[CUSTOMER][POSITIVE] No problem, thank you.
[AGENT][NEUTRAL] You're welcome. So on this one I'm not showing the facility claim being received. There are some from the providers but no facility claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Um, is there anything, because I don't believe I received, um,
[CUSTOMER][NEUTRAL] An EOP from you guys, um, is there anything that I can get that I maybe can see online?
[CUSTOMER][NEUTRAL] But that would be with me setting up my log in first, right? And I should be able to see all of that information.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am. All your EOBs are there.
[CUSTOMER][NEUTRAL] OK, alrighty, um, all right, because that one should be coming your way. I, she said she was gonna be resubmitting it because apparently they must have been putting in the wrong number, so.
[CUSTOMER][NEUTRAL] OK. So I guess that's what I need to just find out if there was anything sent from Boca Regional Hospital, but
[CUSTOMER][NEUTRAL] I see on your end you don't have anything yet, so.
[AGENT][NEUTRAL] As of today, we do not.
[CUSTOMER][NEUTRAL] OK, alright, I will certainly set up that log in and get logged in and see what I my EOBs are so.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that was it. Thank you.
[AGENT][POSITIVE] [PII], thank you so much for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.