AccountId: 011433970860
ContactId: 52a48003-11a1-41c0-b505-37467656089b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183740 ms
Total Talk Time (AGENT): 59728 ms
Total Talk Time (CUSTOMER): 111071 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/52a48003-11a1-41c0-b505-37467656089b_20250123T17:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling Ali [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling. Uh, my name is [PII] with OBGYN specialists of Tulsa, and I'm trying to check the status on a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Can I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] or [PII] I'm hang on a 2nd, [PII] sorry I'm like wait a minute, I'm trying to give you the facts.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is, sorry, I was looking at the card here. It is 01986384.
[AGENT][NEUTRAL] And the name, date of birth?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, [PII], thank you for that. You said you want to claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] It was for [PII].
[CUSTOMER][NEUTRAL] And it looks like we sent it back in July but we never got anything so trying to follow up. I think you guys are her tertiary insurance. I know I said that wrong, but her third insurance.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][POSITIVE] That's, that's cute. I love you.
[AGENT][NEUTRAL] Where was the claim sent to?
[CUSTOMER][NEUTRAL] It was sent to let me go in here and look what we have um.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] It looks like we sent it to American Public Life Insurance Company [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is the reason why we didn't receive it. Um, that is, or I guess we haven't used in maybe 4 years, um, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEUTRAL] Um, let me see something, but I can tell you it doesn't, was this for a regular office visit or does she have services done?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I do see.
[CUSTOMER][NEUTRAL] She had services then she had a baby.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Yeah, and I see on the back of the card it says [PII].
[AGENT][NEUTRAL] That's correct. So you can mail it there or I can provide you a fax and you can fax it.
[CUSTOMER][NEUTRAL] Um, can I fax it?
[AGENT][NEUTRAL] Yes, ma'am. So the fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, alright, just do I just need to put attention claims department?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and do you have a call reference number?
[AGENT][NEUTRAL] We don't give reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's great and I will get that fax in. Thank you very much.
[AGENT][POSITIVE] No problem, [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, I think that should be it.
[AGENT][POSITIVE] Alright, thanks for calling Apo. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.