AccountId: 011433970860
ContactId: 704783c8-0761-407c-a599-fa314d36786a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392329 ms
Total Talk Time (AGENT): 82548 ms
Total Talk Time (CUSTOMER): 261983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/704783c8-0761-407c-a599-fa314d36786a_20250304T20:56_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] Uh yes, ma'am. Um, I'm just calling to verify that you guys haven't received anything, um, from where I did some physical therapy. I keep having an issue with getting these people to send you all the information to get it paid, and I just want to double check. I've looked on your website and I don't see where anything's been done, but I want to double check before I call them yet again.
[AGENT][NEUTRAL] OK. May I have your name please?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] And all it, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] 02137700
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do need to verify your date of birth and mailing address please.
[CUSTOMER][NEUTRAL] OK, and the date of birth is [PII] and my mailing address is [PII].
[AGENT][POSITIVE] And thank you so much for verifying your policy. May I please have the date of service that you're calling in regards to?
[CUSTOMER][POSITIVE] Yeah, actually, I think it's about 4 or 5 of them. Um, the last time I called y'all, I think it was [PII] that helped me. Um, she actually got on the line with ATI physical therapy because they were trying to say that I didn't have coverage with y'all prior to November the first of last year, so they didn't file my claim, and she confirmed that I had coverage.
[CUSTOMER][NEGATIVE] And they said they would go ahead and file these claims with y'all. They're still sending me a bill. This was way back in January that um I tried to do this. I've tried since December to get them to get it done and I don't know what their problem is, but the dates that
[CUSTOMER][NEUTRAL] They show on the bill is [PII], [PII], [PII], and [PII].
[AGENT][NEUTRAL] [PII], [PII], and the [PII].
[CUSTOMER][NEUTRAL] Uh, let's see, [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] I see where they have paid some um
[CUSTOMER][NEGATIVE] But they, I cannot get these people to submit this stuff that I don't know what their problem is.
[AGENT][NEUTRAL] OK, I'm still not seeing any claims received.
[AGENT][NEUTRAL] For those dates of service, but this is for physical therapy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Cause I see, um, like I, I showed that they paid for [PII], [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] And when I had called you guys the last time, which I think I wrote down was [PII], [PII] was on the phone with me and we three way and she told me because they kept saying you don't have coverage. And she said, and she verified who she was and she said she absolutely has coverage and you need to send that information to me and um they said, oh we'll do that right now and uh
[CUSTOMER][NEUTRAL] was back in January and I guess it still hasn't been done, so.
[AGENT][NEUTRAL] Yes, because I do see that we have received some claims in for physical therapy, but just not for those data services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] OK. And there was a question I had about, um, also [PII], they had it listed, but it didn't have anything beside it, but I don't even see where I went on the [PII]. I think that's incorrect, maybe. I think it was the [PII] instead of the [PII].
[AGENT][NEUTRAL] So for the [PII] or the [PII] no claim is listed.
[CUSTOMER][NEGATIVE] OK. All right. Well, I'm gonna, gosh, I won't call these people again. They did send me.
[CUSTOMER][NEUTRAL] A bill finally, um, I think that has the information on it if I don't make any headway, I'm just gonna
[CUSTOMER][NEGATIVE] Maybe pay it and then send out all the information I have to get reimbursed. I don't, I don't know what else to do with these people, but
[AGENT][NEUTRAL] OK. So the way that you can do it.
[CUSTOMER][NEGATIVE] I know I'll never use them again.
[AGENT][NEUTRAL] The way that you can do it if you want to submit that claim in with your primary EOB showing your patient's responsibility, then once we process it, we will just submit that payment over to you if we hadn't received it from the provider. And then that's when you can submit the payment over if you would like because it may be hard for you to get the money back if they do submit it after you've made a payment and then we process and pay it to them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK. Um, yeah, I would prefer that, and they do it the way they're supposed to because I told them from the first day that I walked in there that I had um American public life, and then they tell me, when I go back in a couple of times later, they said they ran.
[CUSTOMER][NEGATIVE] My card, and they said that's a pharmacy card. And I said, y'all are crazy. That is not a pharmacy card and um I don't know, it's been a mess ever since I've dealt with them and I'm still fighting with them. So I will go ahead and call them and, and see what I can get done.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, y'all usually do what you're supposed to. I just want to verify before I call and have another argument with them.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.