AccountId: 011433970860
ContactId: 4b38d052-4cf7-4db9-a6d7-45cc198c9560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325260 ms
Total Talk Time (AGENT): 115871 ms
Total Talk Time (CUSTOMER): 125876 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4b38d052-4cf7-4db9-a6d7-45cc198c9560_20250404T22:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sorry, I didn't know how long I would be on hold. I was chewing something. Um, I got a letter today in the mail from you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure what it is. It's uh of course it says this is not a bill, but um.
[CUSTOMER][NEUTRAL] It lists some services. I don't know is there.
[CUSTOMER][NEUTRAL] A number I can give you a reference number that you can look this up and tell me what this is.
[AGENT][NEUTRAL] Yeah, does it have a claim on it, like a claim number or do you have your policy number?
[CUSTOMER][NEUTRAL] I have a policy number on here.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] 0194
[CUSTOMER][NEUTRAL] 0569.
[AGENT][NEUTRAL] Thank you for that. Let me just pull this up here, one moment.
[AGENT][NEUTRAL] And then if I can verify please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what would be the address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm thinking this might be something with my last place of work. I don't know.
[AGENT][NEUTRAL] Yeah, I was trying to see if I saw any sort of correspondence sent out to you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Basically, basically it looks like I made a claim.
[CUSTOMER][NEUTRAL] For some services or something anyway.
[CUSTOMER][NEUTRAL] I recognize.
[AGENT][NEUTRAL] Did you do did you do recently a wellness claim?
[CUSTOMER][NEUTRAL] A wellness like.
[CUSTOMER][NEUTRAL] What would that be? I, I'm not sure you have to.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] A wellness claim would be something like if you went to go have like a physical or if you were having, you know, like an annual exam.
[CUSTOMER][NEUTRAL] Oh, well,
[CUSTOMER][NEUTRAL] I go, I go through the VA, so I don't think you guys are related to the VA, correct?
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] The veterans administration, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So now I'm just starting to wonder like the the the provider of service that has 22 listings of Dr. [PII] and one of Saint Francis Medical Center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, I.
[CUSTOMER][NEUTRAL] I don't see how that, I don't know, I've never, that's down south. I don't think I've ever been there, so.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh, you know what? it does say well under a procedure PROC says well WELL. I guess it's a wellness.
[AGENT][NEUTRAL] Yeah, I mean, I don't know who would have.
[AGENT][NEGATIVE] My computer is kind of frozen up here. Give me just a second. I'm having a hard time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But this is for like life insurance. I don't think it's medical insurance or anything.
[CUSTOMER][NEUTRAL] It says American Public Life Insurance Company and that's it.
[CUSTOMER][NEUTRAL] Just to catch all.
[AGENT][NEUTRAL] So the number that you gave me.
[AGENT][NEUTRAL] It was related um to a secondary policy that you had quite some time ago. It was started back in [PII], ended in [PII].
[AGENT][NEUTRAL] Um, that's the policy number that was provided to me. It looks like it was through Oasis outsourcing is where you had this particular plan.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That would have been my last, my last place of business, which that's been like 3 to 4 years ago.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Right, so I don't know who would have submitted.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] This claim, it was under when I pulled it up originally, it showed under [PII].
[CUSTOMER][NEUTRAL] OK, not sure who [PII] is.
[AGENT][NEUTRAL] I don't know. I mean, the policy is not active, so I mean there's really nothing to do with it. You can just discard it cause
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I mean it does say it's not a bill so but I'm just like making sure somebody's not.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Spoofing me I can't think of the right words, you know.
[AGENT][NEUTRAL] Yeah, I mean, there's.
[CUSTOMER][NEUTRAL] If somebody's doing this, I might be wrong.
[AGENT][NEGATIVE] Yeah, I mean, there's, there's nothing um active on here, so nothing, you know, there was nothing paid or, or nothing like that. So yeah, I would just disregard it.
[CUSTOMER][MIXED] OK. I appreciate it then. I, I'm gonna hold on to this, but uh I am gonna disregard it. So thank you very much.
[AGENT][POSITIVE] OK, not a problem. My pleasure. You have a good day.
[CUSTOMER][NEUTRAL] Bye bye.