AccountId: 011433970860
ContactId: 733b13f3-26eb-4fe2-8766-bbb4a9cc46ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269339 ms
Total Talk Time (AGENT): 87953 ms
Total Talk Time (CUSTOMER): 92045 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/2025/03/31/733b13f3-26eb-4fe2-8766-bbb4a9cc46ef_20250331T14:56_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] Hi [PII], I just wanted to know if my um the ER visit was paid.
[AGENT][NEUTRAL] OK, may I have your name and then the policy number?
[CUSTOMER][NEUTRAL] [PII], um, I don't have the policy number right now. Uh, I'd have to let me log in and see if I can get it unless you can take some other information.
[AGENT][NEUTRAL] I can pull by your social.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] And could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I do have to verify the mailing address and an email address listed on file.
[CUSTOMER][NEUTRAL] Uh, mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna need to get that updated we have a different number there.
[CUSTOMER][NEUTRAL] I just received some mail from you guys so I think you have it correct, but OK.
[AGENT][NEUTRAL] OK, because we don't have [PII].
[AGENT][NEUTRAL] In our system.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Did you wanna check with?
[AGENT][NEUTRAL] That male to see because we have a different number.
[CUSTOMER][NEUTRAL] You have a different
[CUSTOMER][NEUTRAL] Address or
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have that [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] No, I'm saying we don't have the [PII] we have a different number there.
[AGENT][NEUTRAL] But you're saying that you're receiving it?
[CUSTOMER][NEUTRAL] Yeah, I just hang on, let me see, I have it right here it says.
[CUSTOMER][NEGATIVE] Oh, you guys messed up. OK, you have [PII], but it should be [PII].
[AGENT][POSITIVE] OK, and I will get that updated for you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You were calling in to see if the emergency room was covered. Do you have that date of service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm pulling the information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also check claim status via our secured portal, which is [PII].
[AGENT][NEUTRAL] And it does look like we did receive that claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was processed on [PII] and it does show that we did make a payment to the provider in the amount of 350.
[CUSTOMER][NEUTRAL] OK, and you send that directly to them, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, and when was I paid? Can you give me that day because I'm trying to get a hold of them and nobody's answering their phone, so.
[AGENT][NEUTRAL] On [PII]
[CUSTOMER][POSITIVE] 0, 3:[PII]. OK, great. Thank you very much, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Have a great day.
[AGENT][POSITIVE] Well, thank you so much for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] OK, bye bye.