AccountId: 011433970860
ContactId: 84c010d6-e116-41b5-ac11-1537e6c92db2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481579 ms
Total Talk Time (AGENT): 155769 ms
Total Talk Time (CUSTOMER): 220244 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/84c010d6-e116-41b5-ac11-1537e6c92db2_20250507T21:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi, I have a general question. I'm trying to send you a package with um cause uh you requested some additional information for some claims, and I wanna make sure am I sending it to American Public Life Insurance Company at [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it's a large file, so it's not just like a regular claim. And are you sending this like um with
[CUSTOMER][NEGATIVE] No, there's several, there's a whole bunch of, no, it's a whole bunch of claims in there. It's not one. I, I can't do it on because I don't have a way to scan it because I, I tried and I did scan it, but I can only scan one at a time and then send it one at a time and I couldn't send the other information so it's just too much so I'm just gonna mail it in, um, I'm gonna send it priority.
[AGENT][NEUTRAL] Oh, priority. OK. All right, so yes, to send the claim, um, priority, let me go ahead and get that just pulled up one moment.
[AGENT][NEUTRAL] OK, so you said that you're sending it to [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], yes, correct.
[AGENT][NEUTRAL] [PII] City, [PII]. Yes, that is the correct address.
[CUSTOMER][NEUTRAL] [PII] correct?
[AGENT][NEUTRAL] Yes, that is correct. Unless you're sending it overnight, then it's a different address, but if it's just regular mail, it's gonna be to that address, to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, I'm sending it priority, so it probably takes 2 to 3 days to get there.
[AGENT][NEUTRAL] OK, so that address will be fine. Mhm.
[CUSTOMER][POSITIVE] Oh, OK, perfect. All right, thank you very much. Um, oh, you know what, um, I do have a question because I'm curious about something, um, and I know you'll have to ask me some. I'm sorry?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have your name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have a policy number for me?
[AGENT][NEUTRAL] When you
[CUSTOMER][NEUTRAL] Um, it's a group number which is 26087.
[AGENT][NEUTRAL] One moment, let me pull the group.
[AGENT][NEUTRAL] And both of your last names are on the card?
[CUSTOMER][NEUTRAL] On the card?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, the car, the insurance is under, um, my husband, which is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and um.
[AGENT][NEUTRAL] Ms. [PII], the policy number is gonna be the one in the bottom, OK? The one that says outpatient third, the 02415262. So that's the number you need to put on the form, OK?
[CUSTOMER][NEUTRAL] But you say uh outpatient benefits?
[AGENT][NEUTRAL] 3rd. Mhm.
[CUSTOMER][NEUTRAL] You mean the 02415262 ML 8?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That number I have to put.
[AGENT][NEUTRAL] Yeah, that's gonna be your policy number, so that's the number that goes on the claim form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is your question, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, my question is I just had a colonoscopy and endoscopy and um there were several um charges um to the insurance and then I imagine they're sending it to you also. Have you received anything from [PII] for the colonoscopy endoscopy and from um.
[CUSTOMER][NEUTRAL] The anesthesiologist.
[CUSTOMER][NEUTRAL] That was [PII] was the date.
[AGENT][NEUTRAL] What date again?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]. OK. Uh, see if I got anything pending.
[AGENT][NEUTRAL] I don't see anything process.
[AGENT][NEUTRAL] No, there's nothing pending or process for that date of service.
[CUSTOMER][NEUTRAL] So they still haven't sent in the uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last thing we received was um [PII], but it was for [PII].
[CUSTOMER][NEUTRAL] I was just curious and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], which, which was the, it was like a breathing test or something.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, it was a facility charge, um.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, I forgot what it's called.
[AGENT][NEUTRAL] Let me see. I had to pull the the documents to see what it was.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Reading of the documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Breeding capacity test?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Pulmonology function?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I hope, yes, that's what it's called.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Pulmonary function test.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] That's what it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's the one we receive and we already sent the payment for that one of 250, which is the amount that they were requesting.
[CUSTOMER][NEUTRAL] OK, perfect. OK, so then I guess the other ones I'm just trying to figure out because um there's a discrepancy, you know, so I, I wanna go ahead and I'm gonna call the Florida Blue and check and see if um they they're processing.
[CUSTOMER][NEUTRAL] The other because I know once they process it then they send it to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, but, OK, perfect. OK, so I'm gonna include that number on, on the forms and hopefully this will take care of the things that need to be um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, on these claims that I need to send to you, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. OK well thank you very much for your help. All right, bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, no, that's it. Thank you very much. Have a wonderful rest of the day. OK.
[AGENT][POSITIVE] OK. You're welcome. You as well. Have a good afternoon.