AccountId: 011433970860
ContactId: a8100504-a38f-40f7-b21a-0ca4f71f7f30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314510 ms
Total Talk Time (AGENT): 100380 ms
Total Talk Time (CUSTOMER): 121191 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/2025/05/14/a8100504-a38f-40f7-b21a-0ca4f71f7f30_20250514T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from the product's office to check on our claims.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. Policy number I have.
[CUSTOMER][NEUTRAL] 020350
[CUSTOMER][NEUTRAL] 8 M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] But I have a
[AGENT][NEUTRAL] I'm sorry, I think I'm missing a policy number.
[CUSTOMER][NEUTRAL] All right. 0203508 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, that's not pulling up as a valid policy number. I can do a name search.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] the first Lane.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] Can you spell it?
[CUSTOMER][NEUTRAL] [PII] yeah, [PII].
[AGENT][NEUTRAL] Last name?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII] is the direct line.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service?
[CUSTOMER][NEUTRAL] So data service, I have.
[CUSTOMER][NEUTRAL] [PII], that is [PII] for the charge $595.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Meanwhile, could you spell your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] This processed under claim number 358-0701. It looks like no benefits are payable. The primary insurance did not pay.
[AGENT][NEUTRAL] This claim processed and denied on [PII].
[CUSTOMER][NEUTRAL] So, like in my system, primary had already paid. So you, do you need a copy of the primary UV for, for the processing the claim?
[AGENT][NEUTRAL] Does it show anything applied to the co-pays, the co-insurance, and or deductibles?
[CUSTOMER][NEUTRAL] Uh, yes, like
[CUSTOMER][NEUTRAL] It's applied to a co-insurance, $100. That's your responsibility.
[AGENT][NEUTRAL] OK, can you fax it over to us and they can reconsider the claim?
[CUSTOMER][NEUTRAL] Surely. I have a, uh, could you help number?
[AGENT][NEUTRAL] Yes, it's 877.
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] So I just attach a claim number and uh
[CUSTOMER][NEUTRAL] The primary UV.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right. So, so I can put attention to claim number. Is it, was it good?
[AGENT][POSITIVE] That is, yes, that is correct.
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] Uh, is there any time frame?
[AGENT][NEUTRAL] There's no time frame to submit a claim.
[CUSTOMER][NEUTRAL] Alright, no time frame. So here we don't need to require uh submit other claim, right? It's just the primary you you required.
[AGENT][POSITIVE] That that is correct.
[CUSTOMER][NEUTRAL] And I just repeat the claim number, uh, just to confirm uh 358-0701. That's it.
[AGENT][POSITIVE] That that is correct.
[CUSTOMER][NEUTRAL] All right, I need a call reference.
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right. I appreciate that. Thank you. That's all.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.