AccountId: 011433970860
ContactId: 5bcce4d8-bde3-4f80-8e1a-1dc24063fa15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531880 ms
Total Talk Time (AGENT): 249425 ms
Total Talk Time (CUSTOMER): 127058 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/5bcce4d8-bde3-4f80-8e1a-1dc24063fa15_20250224T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm pretty good. I am calling checking claim status. I'm calling check and claim status.
[AGENT][NEUTRAL] Yeah, well, how can I help you?
[AGENT][NEUTRAL] OK, you're needing claim status correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. And how many claims for total do you have to check excuse me, to check status on today?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you. And what is the member's policy number please?
[CUSTOMER][NEUTRAL] D as in David 435.
[CUSTOMER][NEUTRAL] 10931
[AGENT][NEUTRAL] OK, now thank you, but [PII], that is not the policy number for American Public Life, that is for 90 degree benefits. Does the member, some of these members have policies with both companies? Were you trying to reach 90 degree benefits or did you know?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well that's the number.
[CUSTOMER][NEUTRAL] That's the number that they have on file, uh, just look, I'll just look for the number.
[AGENT][NEUTRAL] Now I, OK, so did you call [PII]?
[CUSTOMER][NEUTRAL] No, what is the number again?
[AGENT][NEUTRAL] OK, so [PII], did you call [PII] for APL?
[CUSTOMER][NEUTRAL] Yeah, that's the number that mhm well that's the number that they have.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] On file.
[AGENT][NEUTRAL] OK, so they may have a policy with those companies, but the D number is not how we can look up the information that would be for 90 degree benefits.
[CUSTOMER][NEUTRAL] Would you happen to have their number?
[AGENT][NEUTRAL] [PII] option one. I can connect you, but Priscilla, before I do that, if you have our phone number listed as well, they may have a policy with us, so instead of me transferring you and then them having to transfer you back again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can try and locate the number before I transfer you.
[AGENT][NEUTRAL] Do you happen to have the full social of your of the primary policy holder?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, give me one moment and I can.
[AGENT][NEUTRAL] Verify this coverage with us also. All right, what is that number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 249.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 04
[CUSTOMER][NEUTRAL] 62
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this number does also have, is this for medical that you're calling about?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and again it was claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so Priscilla, any information that I do provide will be a verification of benefits. It's not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, so do you have a, we have a
[AGENT][NEUTRAL] We don't have her last name is [PII].
[CUSTOMER][NEUTRAL] Uh, let me pull up her ID.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see if I find another one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is the data service and total bill amount please?
[CUSTOMER][NEUTRAL] Data service it is.
[CUSTOMER][NEUTRAL] 116 2025 total bill amount is $165.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so excuse me, so I do see that this claim was received by a PO on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 1834.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $50 issued on single check 2027081.
[AGENT][NEUTRAL] And the remark on here states this with this check, the maximum benefit payable for this state of service has been met.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, go ahead, I'm listening.
[AGENT][NEUTRAL] No, I was just gonna say we also have a portal that you should be able to print this explanation of benefits from.
[AGENT][NEUTRAL] By going to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I did. Let me see if I can put in that claim number real quick. 0, no, that's the check number, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim number is.
[CUSTOMER][NEUTRAL] 356184
[AGENT][NEUTRAL] Yeah, 34.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, date of birth [PII].
[CUSTOMER][NEUTRAL] I did not just do that.
[CUSTOMER][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think I got it pulled up. I just wanna make sure it'll let me pull it all the way up so I can print it.
[AGENT][NEUTRAL] OK. Sure, yeah, sure. And there should also be a copy that comes with the, the check once that is received. Mhm.
[CUSTOMER][NEUTRAL] Check
[CUSTOMER][NEUTRAL] When has the check went out?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The check was issued on the [PII], so that the process date would have been the issue date, so it would have gone out the next, it should have gone out the next day.
[AGENT][NEUTRAL] So it would have gone up probably the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and can I get a reference number? What is the member ID number? Let me, let me start there so I can correct that.
[AGENT][NEUTRAL] Sure, you would do.
[AGENT][NEUTRAL] OK, so the policy number.
[AGENT][NEUTRAL] For APL is 257-637-6. I'm sorry, I thought I had already given you that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh no, ma'am.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] It's fine, no problem.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alrighty, and that reference number.
[AGENT][NEUTRAL] Would be my name along with today's date.
[CUSTOMER][POSITIVE] Thank you [PII]. I greatly appreciate it.
[AGENT][POSITIVE] Well, you are certainly so welcome. And is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, I do thank you.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you same to you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. Bye bye.