AccountId: 011433970860
ContactId: a197efa4-4173-4b81-bcb3-d1489a597708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291910 ms
Total Talk Time (AGENT): 107535 ms
Total Talk Time (CUSTOMER): 113452 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a197efa4-4173-4b81-bcb3-d1489a597708_20250617T19:02_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], how are you today?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][NEUTRAL] I'm doing well. I'm not sure if I've contacted the right location, but I have a member whose claim was not paid um for physical therapy.
[AGENT][NEUTRAL] And do you have a claim number?
[CUSTOMER][NEUTRAL] I don't have a claim number. Uh, we switched over systems and then the claim number didn't come over. I have the member's policy number and date of birth.
[AGENT][NEUTRAL] OK. OK. I'll take the policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have it as AH 0452411.
[AGENT][NEUTRAL] OK, that is not our policy number. I can do a name search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the name is [PII], last name [PII]
[AGENT][NEUTRAL] I'm sorry, was that [PII]?
[CUSTOMER][NEUTRAL] Uh, to begin with, yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have your name and a good callback number?
[CUSTOMER][NEUTRAL] It's just Ky the letters um B as in Bravo letter to my last name, and the direct line to the office is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and the name didn't pull up. It's [PII]
[CUSTOMER][NEUTRAL] Oh, the last name. I'm sorry, no, the, the first name is [PII] last [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that, one moment.
[AGENT][NEUTRAL] And thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So I have the policy number is 02299176.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a data service?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be for uh [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $490.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 1212.
[CUSTOMER][NEUTRAL] Do you mind giving me that um.
[CUSTOMER][NEUTRAL] Policy number one more time so I can make sure that I put it incorrectly on our end.
[AGENT][NEUTRAL] Yes, ma'am. It's 02.
[AGENT][NEUTRAL] 299176.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and I'm not showing we have received data service 12-12-2024.
[AGENT][NEUTRAL] As of today,
[AGENT][NEUTRAL] Would you like to fax it over?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me see you.
[CUSTOMER][NEUTRAL] 1212 24 yeah if yeah I can uh fax it over.
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] Alright, and then I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] And is there a reference number for our call, Miss [PII]?
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Um, and then do you see yourself as primary on this member or this, or can you tell that?
[AGENT][NEUTRAL] No, um, this person, [PII] is, uh, dependent on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, I do appreciate your time, Miss [PII]. I will try to figure this one out.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, Casey have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too.