AccountId: 011433970860
ContactId: 342c197c-33a2-418f-85bc-5006949660f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642280 ms
Total Talk Time (AGENT): 220988 ms
Total Talk Time (CUSTOMER): 194435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/342c197c-33a2-418f-85bc-5006949660f7_20250416T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, I have got American Public Life, and
[CUSTOMER][NEUTRAL] this whole year and stuff, they haven't been paying on my medical, and I was wanting you to check on that and see.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] It's 1,363,150.
[AGENT][NEUTRAL] OK, I have that as 1,363,150. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have your name and date of birth to start?
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. May I please have your call back number we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now it does not show that we have an email address on file for you. Would you like to add one or you don't have to if you don't want to? Just an option for you.
[CUSTOMER][NEUTRAL] Yeah, you can. It's uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let me just repeat that. I have that as [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and would you also like to add your phone number as well? Because we don't have a phone number on file.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. Now I have your policy pulled up. I appreciate that verification process.
[AGENT][NEUTRAL] And do you have a date in mind that I can check for you?
[AGENT][NEGATIVE] That we didn't pay.
[CUSTOMER][NEUTRAL] Well, I've got, I've got a bill here for um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for 30,160.
[AGENT][NEUTRAL] OK, what date is it for?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] State [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEGATIVE] It says [PII] is the statement date, but it's not.
[AGENT][NEUTRAL] On ate today.
[CUSTOMER][NEUTRAL] It's not showing, but it's saying that
[CUSTOMER][NEUTRAL] It's showing my bill showing I've got a final note, uh notice on this bill, but
[CUSTOMER][NEGATIVE] You know, this is the first time I've got it, but I've noticed that American public life has not been paying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on the back of the sheet, when they said, when they send me my exclamation of benefits, it says something about renewal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what's that claim number?
[CUSTOMER][NEUTRAL] Before they were.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] What's that claim number on the back of that explanation of benefits, please?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] I'm looking for it and I can't find it.
[CUSTOMER][NEUTRAL] It's just the ones that are recent.
[CUSTOMER][NEUTRAL] Here lately.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] I don't have it here in front of me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, OK, so the last claim that we have for you was for that we received was [PII].
[AGENT][NEUTRAL] Dermatology Center of North Mississippi, OK. Uh, we made a payment of that of $16. That was again [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the bill that you have was it um.
[CUSTOMER][NEUTRAL] OK. Do you have one?
[CUSTOMER][NEUTRAL] It's from the PA group.
[AGENT][NEUTRAL] Path group OK.
[AGENT][NEUTRAL] OK, the path.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] It may be path group labs.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Path group labs.
[AGENT][NEUTRAL] And on that statement they have it it does not show the date of service.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It don't, it, it's not showing the date of service or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Dermatology.
[AGENT][NEUTRAL] It's kind of difficult to look for them if we don't have a date of service. Let's see.
[AGENT][NEUTRAL] People
[AGENT][NEUTRAL] As a pathologist. Let me just see if this is it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you remember the doctor's name? Maybe?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] OK, she was the referring physician or doctor. OK, so I do show a claim on file for [PII]. That was for anatomic pathology.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Associated pathologist LLC and you said the bill is from who whom again if you could just tell me that one more time.
[CUSTOMER][NEUTRAL] It was the path group or, yeah, path group labs or pathology, I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure if you have an independent lablab benefit on this policy. OK, now the
[AGENT][NEUTRAL] The charge that they sent us was $421.45 and it was denied because the policy that you have does not cover lab work, does not cover independent labs. This was anatomic pathology and the referring doctor was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so that's why I 0 330,160.
[AGENT][NEUTRAL] C
[CUSTOMER][NEUTRAL] Well, can I, can I not get something like that added to my policy?
[AGENT][NEUTRAL] Uh, no, ma'am. I'm sorry, no, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Now I do show that there is a just to go back as far as what we have paid um a date of service of [PII] that was Baptist Memorial Medical. Do you remember that visit? OK, so, OK, now your policy does not cover for office visits, so that's something that's not covered, um, but we did make a payment on this of $5.69.
[CUSTOMER][NEUTRAL] Uh-huh. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well that.
[CUSTOMER][POSITIVE] That helps me then. I was just wondering where this bill was coming from so much.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well, I sure do appreciate your help for looking all that up for me.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You're very welcome. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I think that was it.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day, ma'am.
[CUSTOMER][POSITIVE] Thank, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes ma'am bye bye.