AccountId: 011433970860
ContactId: a8ab73c8-e059-4644-b029-d9d95c402dda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303350 ms
Total Talk Time (AGENT): 107432 ms
Total Talk Time (CUSTOMER): 124259 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a8ab73c8-e059-4644-b029-d9d95c402dda_20250428T19:30_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] [PII], you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm trying to see if I've had a claim.
[CUSTOMER][NEUTRAL] I have like a co-insurance, I guess, through you guys, and I had a procedure done, and I was trying to see if my doctor even filed that with you guys and if it was or wasn't covered or what the status was.
[AGENT][POSITIVE] I'll be happy to help you with that. May. May I have your policy number?
[CUSTOMER][NEUTRAL] That's a great question. I don't have my card with me. I actually think I left it at my doctor's office.
[AGENT][NEUTRAL] OK, may I have your social security number?
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you one moment, I'll get this pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is gonna be [PII]. And what was the last one?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Email address should be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So let me get this pulled up.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And would you like your policy number?
[CUSTOMER][NEUTRAL] Yeah, I think I'm about to try to figure out how to log in. Do I let me see.
[CUSTOMER][NEUTRAL] Hold on, I'm gonna write it down. Go right ahead.
[AGENT][NEUTRAL] Your policy number would be 02350174.
[AGENT][NEUTRAL] And if you go to [PII], you can register your account there.
[CUSTOMER][NEUTRAL] I think I've got, do you, are you able to see if I've already got it registered or not?
[AGENT][POSITIVE] I can get you over to customer service and they can assist you with that.
[CUSTOMER][NEUTRAL] That's OK. That's OK. I'm not worried about that. I'll, I'll figure that out at a later time. Uh, I'm just curious about the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have a date of service?
[CUSTOMER][NEUTRAL] It would be the only one in the last 6 months that's been filed with you guys to be for $937.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK let me pull this one up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm showing one looks like data service [PII].
[AGENT][NEUTRAL] This one is 4.
[CUSTOMER][NEUTRAL] Except for MRI maybe.
[AGENT][NEUTRAL] $11,616.
[AGENT][NEUTRAL] Yes, this looks like it's uh MRI New Lexington Clinic.
[AGENT][NEUTRAL] So that is the only one.
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out.
[CUSTOMER][NEUTRAL] There's one here that says MRI spinal canal lumbar without contrast.
[CUSTOMER][NEUTRAL] And you said it's for 1616?
[AGENT][NEUTRAL] That was the total bill amount. This claim actually processed and paid $58.56 to the provider.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was the date of service on that one?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, there should be another one. Let me show. I'm gonna get to the data service.
[CUSTOMER][NEUTRAL] Data service would have been.
[CUSTOMER][NEUTRAL] 122 I think.
[AGENT][NEUTRAL] OK, as of today, we have no claims open and no claims for that data service as of today.
[CUSTOMER][NEGATIVE] Yeah, I don't think they even submitted it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very, very much. I, I appreciate that. I said, yeah, I think they've, I think they've still not submitted it. OK, I'll see what I can do. Thank you very, very 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 too bye bye.