AccountId: 011433970860
ContactId: 99c7a691-0377-45fe-99e1-f51e5817f29d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316410 ms
Total Talk Time (AGENT): 129531 ms
Total Talk Time (CUSTOMER): 102968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/99c7a691-0377-45fe-99e1-f51e5817f29d_20250527T12:59_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, ma'am. I have a um claim number to refer to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm calling for questions. It's 360-166-1.
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and good phone number to call back is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII] and email 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] So, this was for data service 1221 and 11:14. And how can I help you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, just, um, that's why I was calling because it's just a 12:21.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other one, it didn't give me an option to specify which one I was putting the claim for, so just 1221. So I, I received the information that I needed to submit, so I do have the ELV I believe it's called explanation of benefits for both insurance. They're already in the portal.
[CUSTOMER][NEUTRAL] And then I sent a picture yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's from the hospital code cause they told me they needed to provide a um code with uh whatever they charged to the insurance proving the sickness or illness.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I was calling to see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just waiting on the claim to load, one moment.
[CUSTOMER][NEUTRAL] What else did I need?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they entered the data service 11:14 because it was submitted on the claim. So that's why they entered it. They have to acknowledge everything that was received. So let me make a note of that one.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. So we did receive 2 on the [PII] and
[AGENT][NEUTRAL] One is for 3 pages.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It does have the diagnosis code on it, so they should be able to process this one with that information.
[CUSTOMER][NEUTRAL] OK. Um, is there anything else I need to do from my side?
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I should write a letters explaining about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it looks
[CUSTOMER][NEUTRAL] What is it or?
[AGENT][NEUTRAL] It looks like that's what they have. When you submit a claim, you would always need the diagnosis code which you just submitted, your primary insurance EOB which we have, and the diagnosis code and or claim form. So it looks like everything is here and it is in line for processing and they should be able to process your claim with the information you provided for us.
[CUSTOMER][NEUTRAL] OK, um, alright, so I guess it's just waiting. Do you know how long it takes?
[AGENT][NEUTRAL] Normal turnaround is anywhere from 7 to 10 business days. It doesn't necessarily take as long.
[CUSTOMER][NEUTRAL] OK, alright, so yes, I'll be waiting.
[AGENT][NEUTRAL] Yes, ma'am. So you can just view the portal. Once it's assigned a claim number, you should receive some notification on it. And once the claim is fully processed, you'll be able to view how that claim was processed as well.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you so much.
[AGENT][POSITIVE] You are so welcome and is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh no, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.