AccountId: 011433970860
ContactId: 94ae7303-bd48-4bf2-b6b2-94889a19ae66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325040 ms
Total Talk Time (AGENT): 89082 ms
Total Talk Time (CUSTOMER): 103097 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/94ae7303-bd48-4bf2-b6b2-94889a19ae66_20250411T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] I'm calling regarding the letter I received.
[CUSTOMER][NEUTRAL] From, uh, medical.
[CUSTOMER][NEUTRAL] Let's say I have to contact them to if I need some information.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Who's the who is the the insurance company who is it?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] American public life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know. They, they send me a letter. I did I have that uh insurance? I don't know.
[AGENT][NEUTRAL] What does the letter say?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] They said they received the claim.
[CUSTOMER][NEUTRAL] To review the claim status.
[CUSTOMER][NEUTRAL] With uh some cases.
[CUSTOMER][NEUTRAL] Information must be requested.
[AGENT][NEUTRAL] Does it have a
[AGENT][NEUTRAL] Does it have a claim number on it?
[CUSTOMER][NEUTRAL] No, I don't have any claim number.
[AGENT][NEUTRAL] It doesn't have a policy number or a claim number on the letter?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Only thing that put there is the number I had to call.
[AGENT][NEUTRAL] OK, so we can look for a policy by your name or social, whichever you want to give me.
[CUSTOMER][NEUTRAL] My name is [PII] Last name is [PII]
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I please have your full address in [PII] and email address?
[CUSTOMER][NEUTRAL] I don't have email address my uh my uh.
[CUSTOMER][NEUTRAL] Address is [PII], ZIP code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I show that you have a limited medical plan with us through Business Workers of America.
[CUSTOMER][NEUTRAL] I had a claim with business.
[AGENT][NEUTRAL] You have a medical policy with us through Business Workers of America, and there was a recent claim submitted on the um insurance.
[CUSTOMER][NEUTRAL] Business work plan.
[AGENT][NEUTRAL] Yeah, there was a recent claim submitted from a doctor's office, it looks like.
[CUSTOMER][NEUTRAL] Whose doctor is that there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Scene on [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] It's an old claim from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's uh, now I understand what is, what it was.
[CUSTOMER][NEUTRAL] I had a claim with them. uh, I went to the office.
[CUSTOMER][NEUTRAL] Now I know what it is. I didn't, I didn't know that.
[CUSTOMER][NEUTRAL] They had a calling your insurance.
[AGENT][NEUTRAL] Yeah, there's nothing that you need to do on, on your end. It's just letting you know that the claim was filed.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because when when they send a claim to you guys, they say that you guys say is at the network they don't pay them.
[CUSTOMER][NEUTRAL] And they send me the
[CUSTOMER][NEUTRAL] Paper, I had to fill.
[CUSTOMER][NEUTRAL] To to request the payment for them.
[AGENT][NEUTRAL] Yeah, all we're requesting is a diagnosis code from them, and that was requested.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But there's nothing that you need to submit on your end unless you want to. They submitted the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I want to know. I want to know some information about it.
[AGENT][NEUTRAL] Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL Remy. Have a good day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] OK