AccountId: 011433970860
ContactId: 2339f0b6-ef45-4340-b3ce-5e2ec6bb870f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406660 ms
Total Talk Time (AGENT): 73072 ms
Total Talk Time (CUSTOMER): 176531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2339f0b6-ef45-4340-b3ce-5e2ec6bb870f_20250506T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, we're looking into um a bill I'm getting.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] My, from my anthem.
[AGENT][NEUTRAL] Um, this is American Public Life.
[AGENT][NEUTRAL] Do you have a policy with us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is his wife and he has Anthem insurance through APL, right?
[CUSTOMER][NEUTRAL] You're the one that the bills go to.
[AGENT][NEUTRAL] OK, do you have a policy number I can look up, or I can look it up by last name?
[CUSTOMER][NEUTRAL] He, well, you can look it up on his anthem card, otherwise, where does he find the ADP um.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] We're not
[AGENT][NEUTRAL] We're not affiliated with Anthem.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There you go. That's who the bills go to. OK, do you have an APL card? I think so. Where is it?
[CUSTOMER][NEUTRAL] Problem is you denied a claim for an esophagus, uh, endoscopy.
[CUSTOMER][NEGATIVE] No one told us that the doctor went ahead and did the thing, and now we have all the bills for it and that's something he's had a, a problem with his esophagenical sphincter for years, so we have to have regular checkups on that.
[CUSTOMER][NEUTRAL] All right, let's see what he's got.
[CUSTOMER][NEUTRAL] OK, he's got a card here that says.
[CUSTOMER][NEUTRAL] Policy number 0234.
[CUSTOMER][NEUTRAL] 652 5.
[AGENT][NEUTRAL] OK. And what's the name and date of birth on the policy?
[CUSTOMER][NEUTRAL] [PII], born [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] And does it say on there my wife can do my business because I work on the road and I'm just happy to be home for a few days because she calls people they go oh we can't talk to you.
[AGENT][NEUTRAL] Um, uh, let me see.
[CUSTOMER][NEUTRAL] How does that work?
[CUSTOMER][NEUTRAL] One thing at a time.
[AGENT][NEUTRAL] Well, I'm looking at this policy, it shows it terminated 6-15-2024.
[AGENT][NEUTRAL] So I don't show a current.
[CUSTOMER][NEGATIVE] Don't be at my company.
[AGENT][NEUTRAL] Current policy on file?
[CUSTOMER][NEUTRAL] I just copied his.
[CUSTOMER][NEUTRAL] His anthem card for this year, front and back and the back of it says all claims should be submitted to American Public Life.
[CUSTOMER][NEUTRAL] And this is the number to call if you have a benefit claim or whatever, the one we just called you on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you're not affiliated with them, why is your information on the back of his medical card?
[AGENT][NEUTRAL] Um, you'll wanna check with your employer?
[CUSTOMER][NEUTRAL] The whole
[AGENT][NEUTRAL] Yeah, maybe the 8 human resources to see what's going on. We just show the policy terminated back in [PII].
[AGENT][NEUTRAL] Are you still with um turf nationwide turf installation?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. Yeah, the test that was [PII], so it's possible it could have expired in [PII], but where's the new card?
[AGENT][NEUTRAL] OK, yeah, I
[AGENT][NEUTRAL] And I don't have a current policy on file, so I, the only, the last policy we have expired in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'd wanna check with maybe your uh employer switched groups or something that's possible.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know. I don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go look OK, hold on, man.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] No, alright, ma'am, I guess we're, I'm gonna have to call my human resource lady.
[AGENT][POSITIVE] Yeah, I would check with them they should be able to help.
[CUSTOMER][POSITIVE] Alright thank you we'll get back with you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.