AccountId: 011433970860
ContactId: 6213cccc-f6ca-402e-9a75-5ed6c734e574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204059 ms
Total Talk Time (AGENT): 68481 ms
Total Talk Time (CUSTOMER): 92956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/6213cccc-f6ca-402e-9a75-5ed6c734e574_20250512T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So I got a letter from you guys and I have no idea who you are or what policy we're talking about or what, so.
[CUSTOMER][NEUTRAL] I'm, I'm a little lost here. I got a letter saying de policy holder. We received the claim on your policy and review the claim is started.
[AGENT][NEUTRAL] All right, um, does it have a policy number on the letter or claim number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No, it was not.
[CUSTOMER][NEUTRAL] It has my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And address.
[AGENT][NEUTRAL] Let's take a look by name then. What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][POSITIVE] amenities that you see they have several vanities and breakfast bar.
[AGENT][NEUTRAL] And what state do you live in, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] After all the work that the.
[AGENT][NEUTRAL] May I please have your date of birth?
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] Yeah, I'm at American Public Life Insurance.
[CUSTOMER][POSITIVE] Yeah I can
[CUSTOMER][NEUTRAL] Mhm. My date of birth, is that what you're saying?
[AGENT][NEUTRAL] What is your date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have that.
[AGENT][NEUTRAL] And then last thing I need for verification is just the address in [PII], please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like you do have a medical policy with us that was started in [PII].
[AGENT][NEUTRAL] Through Business Workers of America, are you not familiar with that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What is the claim for?
[AGENT][NEUTRAL] Uh, let me take a look.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] in
[AGENT][NEUTRAL] Uh, looks like it was for a date of service, [PII]. It's showing the provider was Doctor's Hospital of Augusta.
[CUSTOMER][NEUTRAL] Definitely in back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right, I'm familiar.
[AGENT][NEUTRAL] And it was, it looks like a facility um claim if you were in the hospital.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] That was a
[CUSTOMER][NEUTRAL] Inpatient inpatient procedure.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] So it looks like that was what the claim was was from that provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I have no uh no knowledge of APL or the other one you mentioned either so.
[CUSTOMER][NEUTRAL] I guess it's third party.
[CUSTOMER][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check anything else?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.