AccountId: 011433970860
ContactId: 74a5ab9f-30fa-45c8-9fab-5a4455fde0d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332089 ms
Total Talk Time (AGENT): 134450 ms
Total Talk Time (CUSTOMER): 69076 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/74a5ab9f-30fa-45c8-9fab-5a4455fde0d7_20250220T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from a doctor's office. I need status.
[AGENT][NEUTRAL] OK, you have one patient to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Right on patient.
[AGENT][NEUTRAL] The same, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Doctor [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] C as in Charlie 060283777.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, but that is not a policy number for American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh, it's not.
[AGENT][NEUTRAL] No, ma'am. Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] I don't, I don't, so it's with her date of birth. Can you look up in your name?
[AGENT][NEUTRAL] Mm, no, sir, I mean, no, sir. No, ma'am, I can look her up with her full social.
[CUSTOMER][NEUTRAL] Let me see if I have that hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is if she is a subscriber on this plan.
[CUSTOMER][NEUTRAL] No, I don't have her social.
[AGENT][NEUTRAL] Um, I can try by the name, but we cannot search by dates of birth, and if it's a very common name, that may be difficult. What is the, what is the last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that one more time, [PII]
[CUSTOMER][NEUTRAL] I, no, no, no, [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And this was for data service for [PII].
[AGENT][NEUTRAL] OK, but I'll need to locate the policy first.
[AGENT][NEUTRAL] And again, you said the first name is [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] He may have located a policy for this number, um, and any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what is, um, so I have located a policy for her that she had for part of [PII]. That policy number is 02054829. It had an effective date of [PII] and a term date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this claim was for [PII].
[AGENT][NEUTRAL] And what is
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the total bills amount, I can tell you if we just received it or not.
[CUSTOMER][NEUTRAL] Yeah, give me one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 220.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Well, she wasn't active that day though.
[AGENT][NEUTRAL] But that doesn't was, I mean, we'll, we will still receive claims and process them, you know, and review them and if the coverage wasn't active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let me just see if we ever received that.
[AGENT][NEUTRAL] I don't think that we did, but give me one moment. No ma'am, we did not. There is no claim on file for her for that data service.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] Well, you are very welcome and is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That that's it, ma'am.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL today and I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh yes, ma'am. Bye bye.