AccountId: 011433970860
ContactId: 92347515-b4fe-41cb-a08c-310207ada99f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152979 ms
Total Talk Time (AGENT): 78528 ms
Total Talk Time (CUSTOMER): 60073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/92347515-b4fe-41cb-a08c-310207ada99f_20250212T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling the APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. My name is [PII] and uh I received a
[CUSTOMER][NEUTRAL] denial on uh claims, and I wasn't sure. I didn't recognize American Public Life Insurance Company, so I wondered if the hospital entered in the wrong numbers or something.
[AGENT][NEUTRAL] OK, um, do you have a policy number?
[CUSTOMER][NEUTRAL] I do, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01424082
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII], no, I'm sorry, scratch that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much. And let's see, um, and verify your date of birth for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a claim number? Uh, did you receive an EOB from our company?
[CUSTOMER][NEUTRAL] Uh, I got a claim number. Yes, it's 355-7748.
[AGENT][NEUTRAL] OK, and see because.
[AGENT][NEUTRAL] It looks like you had a policy with us, um, but it terminated in [PII] and the provider probably still had your information from uh our company as your as secondary in the system. And so when you had this service on [PII], it they sent it to us and we process as a service rendered after your policy terminated.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So, I would say you probably need to contact that provider and just let them know that you no longer have insurance with our company and to remove it from the system because anytime you have services performed and you go to Jackson Hospital and Clinic, and they, and if our information is still in their system, they're going to send the claim to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, well I'll do that. Thank you so much for your help you've been very helpful.
[AGENT][POSITIVE] Oh, you are welcome and thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You do the same.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.