AccountId: 011433970860
ContactId: 944d8c83-5439-4985-9343-bc1b011b5286
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249160 ms
Total Talk Time (AGENT): 101999 ms
Total Talk Time (CUSTOMER): 92159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/944d8c83-5439-4985-9343-bc1b011b5286_20250207T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Financial Design, the broker's office. How are you today?
[AGENT][POSITIVE] I'm great, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I was just calling because I have a client who's received bills for some services, um, and this is like back in [PII], and I wanted to see if you guys can tell me if you ever received the bill and see if it was ever paid.
[AGENT][NEUTRAL] I can verify claim status, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01359768.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the client's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Let me get this pulled up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And I'm not showing any claims in [PII] for [PII]. Do you have an exact date of service?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, we have no.
[CUSTOMER][NEUTRAL] For some reason on the bill.
[CUSTOMER][NEUTRAL] I'm so sorry, I didn't mean to cut you off.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] On the bill it's saying American Public Life Insurance indicated the service was not covered on [PII].
[CUSTOMER][NEUTRAL] That's what they're saying on the bill.
[AGENT][NEUTRAL] OK, cause I'm not showing that we even have it.
[AGENT][NEUTRAL] [PII], and I'm not showing anything for [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, so Oakland rental.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I just took a look just to see if it was something under one of the other individuals. I don't show anything on [PII].
[AGENT][NEGATIVE] Be received or denied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, nope, I'm not seeing anything.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Nope.
[AGENT][NEGATIVE] Nothing for [PII].
[CUSTOMER][NEUTRAL] And is there a timely filing limit with you guys? No, right?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK perfect and then um I also wanted to see if you had one other data service that they are also billing him for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This one is data service [PII].
[AGENT][NEUTRAL] Do you have a total bill amount?
[CUSTOMER][NEUTRAL] I have here just shows $260.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And I show nothing for [PII].
[AGENT][NEUTRAL] For [PII], let's see, there's nothing open.
[AGENT][NEUTRAL] We only show 1225 or 22 and then uh charge in [PII] for [PII]. There's nothing else in his history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so then I'll go ahead and I'll let him know as well. Perfect. So thank you so much, [PII]. Do you have a reference number for our call today?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.