AccountId: 011433970860
ContactId: 233c0a54-0eb2-4b21-b61f-7d5404be6cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 589309 ms
Total Talk Time (AGENT): 166433 ms
Total Talk Time (CUSTOMER): 181969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/233c0a54-0eb2-4b21-b61f-7d5404be6cd6_20250501T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, um, I'm calling to see um if I can get maybe a spreadsheet or a, uh, a spreadsheet.
[CUSTOMER][NEUTRAL] Or PDF or something, a copy of um if I had submitted any claims for the period of 10 10-117 to 10-119.
[AGENT][NEUTRAL] And do you have access to your account online?
[CUSTOMER][NEUTRAL] Yeah, I do, but it's only currently showing it, it's only currently showing me uh.
[CUSTOMER][NEUTRAL] So 109 for 10, uh, from when the policy actually started over, which is 10-119.
[AGENT][NEUTRAL] May I have your policy number and your name and I'll pull it up.
[CUSTOMER][NEUTRAL] 179 1998
[AGENT][NEUTRAL] I'm sorry, is that your policy number?
[CUSTOMER][NEUTRAL] And my name is.
[CUSTOMER][NEUTRAL] Yes, 179 1998.
[AGENT][NEUTRAL] Can you verify your name, date of birth, and mailing address, please?
[CUSTOMER][NEUTRAL] [PII] [PII] date of birth [PII].
[AGENT][NEUTRAL] And do you have an email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information and let me get this pulled up.
[AGENT][NEUTRAL] This plan is effective [PII] to active and you want prior to.
[AGENT][NEUTRAL] There is.
[CUSTOMER][NEUTRAL] Correct. Well, I was just, I was just trying to see, um, like for instance, I know the policy initially started on 8-1-14 to 10-116.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I had needed to see like all I was trying to look for it myself to see like if I had submitted any claims for that period. And then I know for from 20116 to 10-117 for that one year we didn't have you guys. And then it started again from [PII] to 1019. So I needed to see from 8114 to 10-119.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, any, any claim like that I had committed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, it doesn't necessarily have to be the entire claim, but just like the date and maybe like the dates and the amount.
[AGENT][NEUTRAL] OK, so let me see. So you online, but it's not allowing you to go into that policy here because it's no longer active?
[CUSTOMER][NEGATIVE] Well, I just don't see it, I don't even see the um the policy even listed anymore.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I'm looking for my cell phone. I don't know what to make a difference from a desktop computer.
[AGENT][NEUTRAL] So on this one, it is policy number 00994122 and let's see.
[AGENT][NEGATIVE] There are several claims in here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment, let me see how I can get these over to you.
[AGENT][NEUTRAL] OK, so on our, um, your email account, I have the MC Glover. Is that the correct one or did you give me a different one?
[CUSTOMER][NEUTRAL] No, that's.
[AGENT][NEUTRAL] OK, so let me get with
[AGENT][NEUTRAL] Customer service and see if we can get this emailed over to you, these EOB from that policy period.
[AGENT][NEUTRAL] 81 to 101.
[CUSTOMER][NEUTRAL] Well, I don't know, I don't necessarily need the EOB. I just need you to know it has what I just need the copy of like whatever.
[CUSTOMER][NEUTRAL] The, the, the
[CUSTOMER][NEUTRAL] I guess the, the, let me see I'm online now. Yeah, I just needed a copy just to see because I'm just going through some um I'm just kind of going through the policy and stuff just to see if there's anything that I just have to submit to submit and for a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess I just needed the, the date, either like the service date. I, I guess, well, not the service date, but I guess.
[CUSTOMER][NEUTRAL] I guess the service date and then the date of the claim.
[AGENT][NEUTRAL] OK, so on the EOB, the EOB will have the dates, the payments, the provider's name. Let me pull up this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, OK, OK, so you, you say, OK, OK, that's fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me pull this one up real quick just to verify.
[AGENT][NEUTRAL] So where you at now on the portal, will it allow you to pull up a claim by the claim number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, it's only giving me to like 2022 because it's only giving me the, the, the current policy cause I know there was a different policy at one point.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it's not, and it's not showing that policy in any previous policies, it's only showing me the current.
[AGENT][NEUTRAL] OK. So, on this EOB it will show you the dates of service, the provider, which benefit it processed under, if it was applied to your deductibles or if it actually processed and paid. It also gives you the paid amount as well.
[CUSTOMER][NEUTRAL] OK, OK, and it'll be, and it'll be from from the from the from [PII] [PII] to 10 [PII], correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So let me see if I can.
[AGENT][NEUTRAL] I'm see if it'll allow me to do it from here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do apologize, it's slow.
[CUSTOMER][POSITIVE] No problem, no problem.
[AGENT][NEUTRAL] OK, let's see. Let me know if you received that one and it was just one that I pulled out to see if I could send it over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You take my.
[CUSTOMER][NEUTRAL] OK, hold on
[CUSTOMER][NEUTRAL] I received it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, OK, I did get it.
[AGENT][NEUTRAL] OK, and is that the information that you need on there?
[CUSTOMER][NEUTRAL] Yes, but are there any more dates?
[AGENT][NEUTRAL] It'll have dates of service over on the left.
[CUSTOMER][NEUTRAL] No no no, I just need one.
[CUSTOMER][NEGATIVE] I don't like any more.
[AGENT][NEUTRAL] Yes, I was doing a test to see if I could send it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, yes, yes, yes, yes, yes, ma'am. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'll get the rest of them sent over to you. I just want to make sure that you could receive that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well, thank you for calling American Public Life Precious. Have a great day. I'll get those sent over to you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.