AccountId: 011433970860
ContactId: 98101704-9376-4ba5-901a-2b33acbbe808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222110 ms
Total Talk Time (AGENT): 94686 ms
Total Talk Time (CUSTOMER): 80216 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/98101704-9376-4ba5-901a-2b33acbbe808_20250204T19:47_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] Oh hi, [PII]. How are you?
[AGENT][POSITIVE] Great. How are you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, great, my name is [PII] and I'm calling to see if I have anything pending.
[CUSTOMER][NEUTRAL] With American public life.
[AGENT][NEUTRAL] May I
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Um, I, uh, we, we stopped carrying it and I tossed all that information.
[CUSTOMER][NEGATIVE] So I, I don't not have it with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment. Can you spell your first and last name?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm I'm gonna forward to.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim, and I'm not showing anything open or outstanding or pending on our end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see, make sure.
[AGENT][NEUTRAL] There was a claim back 10-5-2021.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like it was a physicians for the ER.
[AGENT][NEUTRAL] Visit in which the provider submitted the claim and we requested the major medical EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that was for data service 105. Looks like the emergency room bill was processed, but the physician for the emergency room bill has not been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, what, what is this?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] What, what does this mean that it's the ending that it's due or?
[AGENT][NEUTRAL] No, it was, it was submitted by the provider.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And we processed it asking for the primary insurance explanation of benefits. We have to see what was applied to the copays, the co-insurance, and our deductibles, but that has not been returned to us.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that, that was it, uh, cause, cause I, it was my.
[CUSTOMER][NEUTRAL] My ex-wife handles the, the medical for my son and, and she was trying to gain access and she said it had to be me to call so that.
[AGENT][NEUTRAL] Yes, because she's not on the policy.
[CUSTOMER][NEUTRAL] Correct, so that's, that's why I'm calling, alright.
[AGENT][POSITIVE] Well, thank you for calling American Public Life. Have a great rest of your evening.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.