AccountId: 011433970860
ContactId: a8921c4f-b700-4aab-b46d-f2024d423dd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310700 ms
Total Talk Time (AGENT): 114834 ms
Total Talk Time (CUSTOMER): 243552 ms
Interruptions: 13
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a8921c4f-b700-4aab-b46d-f2024d423dd4_20250227T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII], uh, and I'm calling because I'm trying to, I've been trying to file a claim, uh, for an ER that I, that I had, um, and I, I seem to be stuck and, uh, I'm, I'm not understanding what it is that you guys need me to provide. I forgot to present my, my American Public Life ID card at the time of claim. I just showed my health insurance and.
[CUSTOMER][NEGATIVE] I keep getting billed by, by the hospital that I, I went to the ER at and I just received a bill from them saying that if in 15 days I don't pay it, they're gonna send me to collections and so I'm trying to resolve it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so you're needing, [PII], you're needing to find out how to file a claim on your policy that you have with APL is that correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Did they ever send me a bill? Are they bill? Uh, no, I've sent you guys stuff already, but I, I, I, I keep being asked things to, to, to give back things, and I'm, I wanted to speak to a person to see if you guys could just tell me exactly what you need.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you with uh checking a claim status and telling you what we're in need of. So first off, doc, what is your last name again, please?
[CUSTOMER][NEUTRAL] we're gonna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], uh, you can call me back at [PII].
[AGENT][POSITIVE] Thank you, and your callback number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, group number on my ID card is 208. OK.
[AGENT][NEUTRAL] No, um,
[AGENT][NEUTRAL] No, sir. I don't need the group number. I need another either policy number, policy certificate, in hospitals, outpatient.
[CUSTOMER][NEUTRAL] So that's I saw.
[CUSTOMER][NEUTRAL] OK. Um, mhm.
[CUSTOMER][NEUTRAL] 0243.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1052 M like Mary, L like Larry and the number 8.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will have to verify several things with you first for security and also any information that I provide for you today would be a verification of benefits and not a guarantee of a payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me. What is another number we could have for you?
[CUSTOMER][NEUTRAL] Yeah, you probably have my
[CUSTOMER][NEUTRAL] My son know that. Let me make sure it's not under my wife [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir uh huh, is that a valid phone number for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's fine. My wife's, that's fine.
[AGENT][NEUTRAL] OK, thank you and then the email address that we have on file?
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] The email address, I'm not sure if you guys are using my work one, but if you are, it should be, yeah, no, so it's [PII], yeah, so that's my [PII] one, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Mm, it doesn't appear, it does not. It doesn't appear to be work.
[AGENT][NEUTRAL] No, sir, that's not what we have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, sir, it's not that one.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The I can.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, it's the one that I use, [PII].
[AGENT][NEUTRAL] I don't know if this is no sir this is a Gmail account that's on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Gmail account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sure, it works on an outpatient daily includes 1000 and inpatient 7500.
[AGENT][NEUTRAL] Since you have your wife's cell phone number on here, could it be her her email that's on file?
[CUSTOMER][NEUTRAL] The work email is [PII].
[AGENT][NEUTRAL] Or what is your work email, but this is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's not a
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] No, sir, that's not it either.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Is there anything else that I can provide that
[AGENT][NEUTRAL] Well, we do need to verify that. I mean, I have to be able to verify this with you.
[CUSTOMER][NEUTRAL] O
[CUSTOMER][POSITIVE] OK. All right. All right, then don't, don't worry about it. I'll, I'll, I'll call back. I'll call back or I'll just send an email to my broker. Thank you.
[AGENT][NEUTRAL] Is there a way?
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Oh, I'll be happy to help you, but when