AccountId: 011433970860
ContactId: 78c29c52-1fea-48ac-b339-4aef2ed121e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268450 ms
Total Talk Time (AGENT): 97860 ms
Total Talk Time (CUSTOMER): 94788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/78c29c52-1fea-48ac-b339-4aef2ed121e9_20250131T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling in regards to a medical bill I have for a student.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do we have a policy number, anything like that, [PII]?
[CUSTOMER][NEUTRAL] Yeah, um, I have a sheet that they have scanned in.
[CUSTOMER][NEUTRAL] You know how that goes.
[CUSTOMER][NEUTRAL] It's hard to read sometimes when they're scanned. OK, so it says.
[CUSTOMER][NEUTRAL] Insurance information American Public Life policy number is 02073589.
[AGENT][NEUTRAL] All right. Do we have uh their name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, do you spell your name with just an [PII] the end or an [PII] as well?
[AGENT][NEUTRAL] There's an [PII] at the end. It's [PII] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the first initial of your last name? I'm sorry, I have to document what I.
[AGENT][NEUTRAL] No, that's OK. It's [PII].
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Date of birth minimize this.
[CUSTOMER][NEUTRAL] His name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] And then are we looking for we're looking for a specific date of service is that what we're looking for? OK, what's the date of service?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the bill amount?
[CUSTOMER][NEUTRAL] The billed amount is $765.
[AGENT][NEUTRAL] Take a look here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a dental bill, correct? Not medical?
[CUSTOMER][NEUTRAL] Um, I'm actually showing it's medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That might change things up here.
[AGENT][NEUTRAL] Because that that was their dental plan.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][POSITIVE] No kidding.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, I don't even show that the insured [PII] ever had any sort of medical with us. They had like a dental, an accident, and like some disability, but I don't see any medical.
[CUSTOMER][POSITIVE] Oh my goodness, OK.
[AGENT][NEUTRAL] Mm, mhm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I'm I'm showing that AGA.
[CUSTOMER][NEUTRAL] Had spoke to a previous collector asking uh that they received a claim.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, because they had an app.
[CUSTOMER][NEUTRAL] And that was in process.
[AGENT][NEUTRAL] They had an accident policy, but all their policies with us terminated on [PII], so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I would, we don't have any of, you know, obviously, of their other insurance information on file, so I have to check with the insured.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you said 11 of 22 is when they all turned?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, do we have a call reference number?
[AGENT][POSITIVE] Absolutely you can use my name [PII] with my last initial and then just put today's date.
[CUSTOMER][POSITIVE] Perfect all right thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.