AccountId: 011433970860
ContactId: 25a5f821-48c6-4f64-b7c1-03d6c6499c6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272920 ms
Total Talk Time (AGENT): 118500 ms
Total Talk Time (CUSTOMER): 129531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/25a5f821-48c6-4f64-b7c1-03d6c6499c6c_20250506T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], um, I faxed over a medical, um,
[CUSTOMER][NEUTRAL] You needed additional explanation of benefits. You needed information of my doctors to get reimbursed for the uh co-pay.
[CUSTOMER][NEUTRAL] And my husband's been trying to call but nobody will speak to him, so I'm gonna give you the information. I just need to know if you received my fax this morning and then tell me what I need to do just so that he can answer questions on my behalf if I'm not available.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have your policy number?
[CUSTOMER][NEUTRAL] It's 02600010.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], I do need to verify the mailing address that is listed on file and an email address.
[CUSTOMER][NEUTRAL] It's [PII] and my email address is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] I'll give you my cell it's [PII].
[CUSTOMER][NEGATIVE] I am calling from work right now though because my husband's extremely frustrated because he's been on the phone all day trying to get through and we did a 3 way call. I gave them the authority to speak to him and it's that you said you're still giving him a hard time.
[AGENT][NEUTRAL] OK, what you who you spoke with was another department which is benefiting a car that has nothing to do with American Public Life. So now you're speaking with American Public Life and we have to have authorization.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will give it to you.
[AGENT][NEUTRAL] OK, and so [PII], you were calling to see if we have received any claims now normally it goes to benefit in a card first and then once they review it then it comes over to us so as of right now we haven't received any information or claims.
[CUSTOMER][NEUTRAL] Well, I, I faxed it this morning and I also faxed it yesterday um and I can give you the fax number that I sent it to so I can confirm that was the correct one that was on the form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have one area code [PII].
[AGENT][NEUTRAL] That's not our fax number.
[CUSTOMER][POSITIVE] Oh wonderful. OK, well that's what's on the form, so what's the fax number? I'll send it over again.
[AGENT][NEUTRAL] OK, which form do you have? because it might be benefit in a car because that's not ours.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] It says explanation of benefits. That was the policy number I paid $166 for my office visit that I'm trying to get reimbursed, and this has been going on for almost two months now.
[CUSTOMER][NEUTRAL] Um, I'm using the information that's on the form, but if you wanna give me the correct fax number, I will fax it over right now from work.
[AGENT][NEUTRAL] OK, I can give you that. Let me get that for you. The correct fax number for American Public Life is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that is attention claims department and you were also trying to see how you would be able to give authorization first you would have to give it to us verbally and I will enter that in but then you will also have to send something in writing to continue to speak with him and not have to contact you so it has to be in writing after you verbally authorize it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and where do I send that to the same fax number?
[AGENT][NEUTRAL] You would, yes, you can submit that in the fax as well if you would like to submit it at the same time.
[CUSTOMER][NEUTRAL] OK, I will do that.
[AGENT][NEUTRAL] OK, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Well, do you need my husband's name and his information to put on my file?
[AGENT][NEUTRAL] You can just give me his first and last name and I will go from there.
[CUSTOMER][NEUTRAL] OK, first name is [PII], middle initial is [PII] and the same last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] And I can give you his cell phone number too to keep on file.
[AGENT][NEUTRAL] Sure, you can give that to me.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I will enter that in the system for you and we will, I will also state that you're submitting an authorization via fax to continue to speak with your spouse. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, and I'll
[CUSTOMER][NEUTRAL] Nope, I'm gonna send everything over to you in about 2 minutes.
[AGENT][POSITIVE] OK, well thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.