AccountId: 011433970860
ContactId: 6f985626-1c0f-4e25-9453-a616157d513e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351980 ms
Total Talk Time (AGENT): 117344 ms
Total Talk Time (CUSTOMER): 154964 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6f985626-1c0f-4e25-9453-a616157d513e_20250619T19:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I needed to get some information on a claim please.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] [PII], I'm a provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanted you to know because usually they ask me for my callback number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The policy number is 144.
[CUSTOMER][NEUTRAL] 852 8 ML 4
[AGENT][POSITIVE] Thank you. [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Um, I'm sorry, what did you say?
[AGENT][NEUTRAL] I said thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Oh, OK. Sorry, I got distracted.
[AGENT][NEUTRAL] You're fine. No worries. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In total
[CUSTOMER][NEUTRAL] And it was for 185?
[AGENT][NEUTRAL] 185.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII] to check claim status as well.
[CUSTOMER][NEUTRAL] Wait, what is that? Because I used to have the American Public Life one and for some reason it changed. What is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, because the one that I have.
[CUSTOMER][NEUTRAL] Is um, it says APL secure, but that's the one I have.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] But it doesn't, I went on there, it doesn't allow me to look for, I can't find anything with claim numbers or anything.
[AGENT][NEUTRAL] Is that the new website that they're uploading and using? I think they implemented a new website recently.
[CUSTOMER][NEGATIVE] Yes, cause this is nothing like what it used to be.
[AGENT][POSITIVE] OK. So if you would like, I can get you over to customer service and they can assist you with that website. They'll walk you through to make sure that you get access to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I can file on this claim.
[CUSTOMER][NEUTRAL] But can you, uh,
[CUSTOMER][NEUTRAL] OK, and then we'll go over there to that. Well, you can, yeah, because I, when I did the, the my try to do my log in I had to create everything new.
[CUSTOMER][NEGATIVE] But it just gives me, it doesn't give me anything. I look for claim numbers like a status of a claim number and it doesn't give me anything.
[AGENT][POSITIVE] OK, and I do apologize for that. So let me see.
[AGENT][NEUTRAL] Data service 713. I don't see a total bill amount of 185. Do you have a CPT code or procedure code?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's 1:25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this one processed under claim number 284-054, I'm sorry, 284-0527 and it looks like the outpatient benefit max was met, so no benefits were payable on this claim.
[CUSTOMER][NEUTRAL] OK, what was the original claim number? I'm sorry, 280?
[AGENT][NEUTRAL] 284-052-7.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I keep wanting to hit that other way.
[CUSTOMER][NEUTRAL] Think I need to play that number, OK.
[CUSTOMER][NEUTRAL] Oh, look, it found me.
[AGENT][NEUTRAL] It allowed you to pull it up?
[CUSTOMER][NEUTRAL] Let's see, it doesn't get.
[CUSTOMER][NEUTRAL] Yeah, but I guess the claim numbers are different.
[CUSTOMER][NEUTRAL] Cause it's the old claim number.
[CUSTOMER][NEUTRAL] 284-0527 let me see something.
[CUSTOMER][NEUTRAL] If it searches the first one.
[CUSTOMER][NEUTRAL] I'm thinking.
[CUSTOMER][NEGATIVE] Yeah, because when I looked at for the other one, it would not.
[CUSTOMER][NEUTRAL] See it just says process oh hold on checking EOB.
[CUSTOMER][NEUTRAL] But uh it doesn't.
[CUSTOMER][NEUTRAL] It doesn't say anything. It just gives me.
[CUSTOMER][NEUTRAL] Co-insurance medical expense status process. Oh, download the EOB. Oh, let me see what this says.
[CUSTOMER][POSITIVE] The other way was just so much easier. I could, you know, I don't know. I don't want to have to fix things that are not broken.
[AGENT][NEUTRAL] Exactly. We've heard that before as well.
[CUSTOMER][NEUTRAL] Yeah, because sometimes your EOBs to all patients benefits that don't, um.
[CUSTOMER][NEUTRAL] Let me see what the GOP says. Hold on.
[CUSTOMER][POSITIVE] OK. I see it. Thank you, sweetheart. Let me see if I can do the rest like this. All right. Have a blessed day.
[AGENT][POSITIVE] You are so welcome.
[AGENT][POSITIVE] [PII], thank you so much. You as well, and thank you for calling American Public Life, [PII]. Bye-bye.