AccountId: 011433970860
ContactId: 50749019-122c-4f4a-81eb-b2cd475224d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455579 ms
Total Talk Time (AGENT): 150511 ms
Total Talk Time (CUSTOMER): 225463 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/50749019-122c-4f4a-81eb-b2cd475224d2_20250620T16:24_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] Hey, [PII], how are you this morning?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Hey, I needed some help. I recently had a knee replacement surgery and I need to activate my gap insurance.
[AGENT][NEUTRAL] Can you stating you need to activate it?
[CUSTOMER][NEUTRAL] Yeah, like I just had a knee surgery, knee replacement, and I'm calling to like to use my gap insurance.
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] And I was wondering.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, I do, uh, let me see, policy number.
[CUSTOMER][NEUTRAL] It's the certification number, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you want in or out? It doesn't matter, right?
[AGENT][NEUTRAL] They're both the same.
[CUSTOMER][NEUTRAL] OK, cool. 01.
[CUSTOMER][NEUTRAL] 816845 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] And may I have your name, please?
[CUSTOMER][NEUTRAL] I just like home.
[AGENT][NEUTRAL] And could you verify your date of birth with me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case this call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and could you please verify the email address that we have on file?
[CUSTOMER][NEUTRAL] I don't remember if it's my name [PII] or [PII]. I don't remember which one.
[AGENT][NEUTRAL] OK, we don't have neither one of those.
[CUSTOMER][NEUTRAL] Uh, you have my work one address [PII].
[AGENT][NEUTRAL] Yes, now with that we will have to change that to to your personal. We're no longer using the business.
[CUSTOMER][NEUTRAL] OK, so you have my work.
[CUSTOMER][NEUTRAL] Oh, it doesn't matter. You can send it there.
[CUSTOMER][NEUTRAL] You can send it there. It doesn't matter. I still get those emails.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] OK, but no,
[AGENT][NEUTRAL] I do understand that, but we're changing it based off of our OSC now the way that it is set up so we have to use a personal instead of a business.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 00, OK, that's fine. I used the last year like this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have the personal email please?
[CUSTOMER][NEUTRAL] My, my first name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and I will get that updated in the system for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were trying to submit a claim?
[CUSTOMER][NEUTRAL] Yeah, yeah, I wanted to, I don't remember last year I think, I think you needed the.
[CUSTOMER][NEUTRAL] The the the
[CUSTOMER][NEUTRAL] Whatever the hospital bills for the whole procedure, I think that's what you guys need. I don't remember the name of it though.
[AGENT][NEUTRAL] OK, so in order to submit.
[CUSTOMER][NEUTRAL] So I wanna call them to get back to you guys.
[AGENT][NEUTRAL] OK, so in order to submit a claim we would need the itemized bill.
[AGENT][NEUTRAL] Which should indicate
[CUSTOMER][NEGATIVE] I don't my style [PII].
[AGENT][NEUTRAL] The diagnosis code and your primary EOB.
[CUSTOMER][NEUTRAL] Itemized bill.
[CUSTOMER][NEUTRAL] Including.
[CUSTOMER][NEUTRAL] What was it, say it again.
[AGENT][NEUTRAL] Your primary insurance? EOB.
[CUSTOMER][NEUTRAL] Oh wait, hold on, hold on. Itemized bill including primary.
[CUSTOMER][NEUTRAL] Insurance
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] EOB.
[CUSTOMER][POSITIVE] But I'm typing all this out so you get make sure for me.
[CUSTOMER][NEUTRAL] And you said primary insurance and quote of what?
[CUSTOMER][NEUTRAL] A diagnostic code.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes, the diagnostic code should be listed on the itemized bill, but if not, just let them know that you do need an ICD.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me give you the, what that actually is, is I as in igloo, C as in Charles, D as in Delta with the number 10.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] With the number 10.
[AGENT][NEUTRAL] Yes, so it's gonna be ICD 10.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so let me make sure I get this right. So I'll call the hospital, tell them I need an itemized bill including my primary insurance.
[CUSTOMER][NEUTRAL] Diagnostic code on the itemized bill ICV 10.
[AGENT][NEUTRAL] Yes. The diagnostic code is actually called ICD 10. And the reason why I gave you that is cause a lot of times when you ask for diagnostic, they will give you a procedure code or something else. So that's why it's just best to ask for the ICD 10.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. OK. Anything else?
[AGENT][NEUTRAL] That is it.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna get them to email me that and then how do I email that to you?
[AGENT][NEUTRAL] OK, now we don't accept emails. You have the option to do it via the secured portal, fax or mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if the provider is wanting to submit it in, they do have the option to submit the claim to us and the payment will go to the provider.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I think last time I did it straight in the portal, I just uploaded it to your portal.
[AGENT][POSITIVE] Yes, you can do that as well.
[CUSTOMER][NEUTRAL] All right, is, is there any way you can get me like, um, can you email me the link to the portal, please?
[AGENT][NEUTRAL] It should be listed on the card that you received because we we're not allowed to.
[CUSTOMER][NEUTRAL] On the card, let me look at the card, hold on.
[AGENT][NEUTRAL] To submit our emails.
[CUSTOMER][NEUTRAL] Hold on, let me go get the card.
[CUSTOMER][NEUTRAL] the card, OK.
[CUSTOMER][NEUTRAL] OK, below your plan, we also encourage you to register on a secure online service center. So I go to that service center and I can do it there, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect, perfect, perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Alright, alright, so I'll get that over to you and I'll submit it.
[CUSTOMER][NEUTRAL] And I will call back to see how it's going.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, I just wanted to make sure.
[CUSTOMER][NEUTRAL] I just wanted to make sure that um that that I get the right stuff the first time, you know.
[AGENT][POSITIVE] Yes, I do understand.
[CUSTOMER][NEUTRAL] What I ask him for it.
[CUSTOMER][POSITIVE] Yeah, cause I did it last year and it was very fairly simple. I literally submitted.
[CUSTOMER][POSITIVE] I just literally, I literally submitted and like 3 days later I got paid. It was very quick. It was very easy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I appreciate your help.
[AGENT][POSITIVE] You're so welcome and thank you so much for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you bye