AccountId: 011433970860
ContactId: 9f478fa0-fd4d-44a7-a107-c143572d87f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180610 ms
Total Talk Time (AGENT): 60039 ms
Total Talk Time (CUSTOMER): 76058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/9f478fa0-fd4d-44a7-a107-c143572d87f5_20250423T12:29_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, good morning. I'm calling to see if you guys received a claim from the hospital for my um insurance.
[AGENT][NEUTRAL] I can verify claim status. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Um name is [PII] Last name is [PII] Can I give you my social instead? I don't have a member ID.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [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] Yes, date of birth is [PII]. Um, mailing address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. And do you have a data service?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, yes, one second. You the exact date.
[CUSTOMER][NEUTRAL] So, exact date of service should be
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Thank you. For future reference, you may visit our website at [PII]. Check claim status as well, and I'm not showing [PII] being received as of today.
[CUSTOMER][NEUTRAL] OK. Um, um, on the online forms, if I wanted to file the claim myself, which one should be the one that I fill out like what's the name of it?
[AGENT][NEUTRAL] It is the Medlink.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The Metin form.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. This is for uh uh uh emergency department services.
[AGENT][POSITIVE] Correct. So you would
[CUSTOMER][NEUTRAL] It'll be that one.
[AGENT][NEUTRAL] Yes, you would attach the meddling claim form along with your itemized bill from the provider and your major medical explanation of benefit for that data service.
[CUSTOMER][POSITIVE] OK, perfect. All [PII]. I'll do that. Thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well, bye.