AccountId: 011433970860
ContactId: 7d6be4d6-cea4-4cc5-a054-aa5e9df94ef0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201350 ms
Total Talk Time (AGENT): 70590 ms
Total Talk Time (CUSTOMER): 91270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7d6be4d6-cea4-4cc5-a054-aa5e9df94ef0_20250430T12:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. And uh, this is [PII] calling from the provider's office. I have some inquiry on the claims. Can you please help me?
[AGENT][NEUTRAL] OK, I didn't understand what you said. You said you need what with the claims, I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, I have some inquiry on the eligibility of the member as well as to file the claim. I'm looking for the correct mailing address as well.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and the claim and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, yeah. Our callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, yeah. So the member's policy number is 02579327.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. My first name is [PII]. Last name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And did you want to go over claim status or you're just trying to see if the policy was active for a data service?
[CUSTOMER][NEUTRAL] Can you please confirm the mailing address as well as the payer ID to submit the claim?
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] I pay your ID
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] So I have the mailing address is [PII]. Is this the correct address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it. Thank you. Thank you very much. And uh it's an American Public Life Insurance. Is that right? Got it. Thank you. And uh can you also please help me with the filing limit?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] There's no timely filing as long as the policy is active on the data service, you can file at any time.
[CUSTOMER][NEUTRAL] Finally, can you please confirm that the American Public Life Insurance is the secondary insurance for the member?
[AGENT][NEUTRAL] Yes, this is the secondary policy.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. Thank you very much for confirming all the information. Can I have the reference number, please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you. Thank you so much. It's a pleasure talking with you. Have a good day. Thank you. Bye-bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, [PII], this is all for today. Thank you.
[AGENT][POSITIVE] Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.