AccountId: 011433970860
ContactId: 86d5d996-dc08-4cbc-a067-f58dd3f3a802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268160 ms
Total Talk Time (AGENT): 74244 ms
Total Talk Time (CUSTOMER): 151824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/86d5d996-dc08-4cbc-a067-f58dd3f3a802_20250220T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh, yes, this is [PII]. Um, I'm so confused about these claims and everything. It says payment out. I think I need to contact my insurance provider to try to get them to pay me back. I don't know if any of these are for me or what if you could just kind of walk me through what's going on.
[CUSTOMER][NEUTRAL] And I just got a claim from.
[CUSTOMER][NEUTRAL] Let me see where did that go? It's in the
[CUSTOMER][NEUTRAL] 2025 and I was like I ain't been to nothing recently.
[AGENT][NEUTRAL] You got a claim from us.
[CUSTOMER][NEUTRAL] Yeah, I got a text message saying that there was a claim.
[CUSTOMER][NEUTRAL] Recent claim.
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Oh where?
[CUSTOMER][NEUTRAL] 2,280,020
[AGENT][NEUTRAL] It's 228-002-0.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] And could you verify your date of birth with me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address and email address and then a callback number.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] and [PII] and I apologize for that being backwards.
[AGENT][NEUTRAL] Oh it's no problem. Now the email address that's not the one that we have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm trying to find that one.
[CUSTOMER][NEUTRAL] Either way, I just kinda need explanation of what's going on cause.
[CUSTOMER][NEUTRAL] I had some of these hospitals and doctors tell me that I wasn't covered and I see that you paid them, but I also paid them too, so I don't know if some of that money is coming back to me if I have to contact them or.
[AGENT][NEUTRAL] OK, so the one that you.
[CUSTOMER][NEUTRAL] So if you just help me out to.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] OK. The one that you said that you received for this year?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that claim was actually for the date of service of [PII], so we just received that one in.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. I, I was like, I, I didn't know if that one was a scam either, so I wanted to check on that one.
[CUSTOMER][NEUTRAL] You know how people try to get you to click on their links.
[AGENT][NEUTRAL] Yes, so that's the reason why, but we did make a payment to the provider for this member for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I see the amount paid. I just don't know if they were paid to me or the provider because my wife throws away every piece of mail possible.
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] This was paid to the provider, the only way that it will be paid to you if you submitted in any documentation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need the.
[CUSTOMER][NEUTRAL] So that I paid them already and.
[CUSTOMER][NEUTRAL] They probably owe me the money then.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] If there's if there's any overpayment, you would have to discuss it with the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, yeah, this is, I mean y'all have been really good on covering stuff and everything, but I think it's the providers that are kinda getting me over.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, and I could have swore I've talked to you before.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Either way, you're very nice. Yeah, you're just nice. So nice, so.
[AGENT][NEUTRAL] You're talking about me personally?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, well, I think you answered all my questions. That's all it was. Uh, wanted to check and make sure my wife didn't throw away anything that was important and who to call.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. I'll, I'll, I'll get with my provider and uh we'll go from there.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][POSITIVE] Thank you bye.