AccountId: 011433970860
ContactId: abbe5eb5-8974-4136-8d26-d9c77ddc40d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1467630 ms
Total Talk Time (AGENT): 201907 ms
Total Talk Time (CUSTOMER): 702339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/abbe5eb5-8974-4136-8d26-d9c77ddc40d7_20250117T17:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm trying to get an old claim taken care of, uh, as far as being taken off the records. Uh, I'm retired and my uh prescription medication keeps seeing this or prescription company keeps seeing this, and, uh, I just talked to, uh,
[CUSTOMER][NEUTRAL] Medicare benefits and recovery, coordination of benefits and recovery, and they suggested I have to go through you to have that done. So I have some numbers and addresses if I'm talking to the right person.
[AGENT][NEUTRAL] OK, let me make sure I understand. So you have a claim that has already been filed and you need some help on it or you
[AGENT][NEUTRAL] Trying to file the claim.
[CUSTOMER][NEUTRAL] I have a plan that was
[CUSTOMER][NEUTRAL] No, I had a claim that was filed in [PII], and it's since been since been resolved, but it's still on the books. So when they see this on the books, they think I have coverage for my right finger.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Or whatever, uh, prescription purposes, I need to get it taken off. It's been taken care of. It's just somehow fell through the cracks and never got removed from records.
[AGENT][NEUTRAL] OK, let me look at your policy. Um, Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] 425-9223023
[CUSTOMER][NEUTRAL] The policy number they gave me was EWS 008.
[CUSTOMER][NEUTRAL] 608-800
[CUSTOMER][NEUTRAL] And I also have a claim number.
[AGENT][NEUTRAL] And what's the claim number?
[CUSTOMER][NEUTRAL] LSH 1500005
[CUSTOMER][NEUTRAL] And that was on [PII] that that was filed.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's not an APL policy number or a claim number. I can look up a policy with your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The claim number is the Longshore Harbor Workers Act.
[CUSTOMER][NEUTRAL] Number.
[AGENT][NEUTRAL] Yeah, but, so, so when you say you need it removed, I'm looking for the policy now, but when you say you need it removed, what do you, what do you mean they need the claim removed?
[CUSTOMER][NEUTRAL] According to Medicare, when they searched who else I have it, who else is covering my uh prescription drugs, uh, that particular claim seems to pop up. And for that reason, uh, my insurance, uh, pharmacy insurance
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Once it removed.
[CUSTOMER][NEGATIVE] And it should have been removed from.
[CUSTOMER][NEUTRAL] Medicare records.
[AGENT][NEUTRAL] OK, so it sounds like something with coordination of benefits and it's not being, it's still on the record.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so are you trying to reach Medicare or American Public Life because I even with your social, I don't see your policy here for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just got off the phone with Medicare and they gave me all your information to get a hold of you.
[AGENT][NEGATIVE] Do you mind giving me the number for Medicare? I can give them a call because I'm not sure what that does, this doesn't make sense to me. I'm not.
[CUSTOMER][NEUTRAL] So they told.
[AGENT][NEUTRAL] Yeah, I can call Medicare and try to get some clarity though.
[CUSTOMER][POSITIVE] I'd appreciate that.
[CUSTOMER][NEUTRAL] OK. The number is [PII].
[CUSTOMER][NEUTRAL] 855
[CUSTOMER][NEUTRAL] 797
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you mind if I place you on just a brief hold while I call on the other line?
[CUSTOMER][POSITIVE] Not at all. Go ahead. Thank you.
[AGENT][NEUTRAL] All right, hold on one moment. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] I can see if a claim is out there in coordination of benefits. So now their Medicare is saying we're not paying because we see this on there, but either way, OK, it's still not [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have reached the benefits coordination and recovery call center hearing impaired line. If you are not hearing impaired, please hang up and call [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thank you. Yes, thank you so much for holding. Did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] My first name is [PII], my middle name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just waiting for somebody to answer.
[CUSTOMER][NEUTRAL] The person I just got off the phone was, her name was [PII], if that helps any.
[AGENT][NEUTRAL] [PII], OK, let me write that down.
[CUSTOMER][NEUTRAL] Thank you for calling the Medicare Benefits coordination and Recovery Center ID 4743.
[CUSTOMER][NEUTRAL] And, uh, my name is [PII]. May I get your name?
[AGENT][NEUTRAL] Yes, my name is [PII]. First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. Just so you know, this is the TTY line for the hearing impaired. Do you have the teletype machine to communicate with?
[AGENT][NEUTRAL] Um, this is the, uh,
[AGENT][NEUTRAL] Number the insured gave me. Is there another number? I can't, I don't have that machine.
[CUSTOMER][NEUTRAL] OK, yes, we are just one number off, uh, so the number you need for coordination of benefits is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 798
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll call that number. Thank you.
[CUSTOMER][POSITIVE] Thank you for calling the BCRC and have a good day.
[AGENT][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hold on one moment, Mr. [PII].
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Medicare's coordination of benefits and recovery call center. For quality assurance purposes, this call is recordedra conti espanol preidos.
[CUSTOMER][NEUTRAL] If you have a red, white, and blue Medicare card or are entitled to or receiving Medicare benefits, press 1. If you are calling about a Medicare beneficiary or are an authorized representative, press 2. If you are calling for the commercial repayment center, press 4. Press the star key to repeat the.
[CUSTOMER][NEUTRAL] Online Medicare service is available at my Medic[PII]. If you would like more information regarding Medicare health plan choices, including prescription drug plans, a Medicare summary notice, or would like a Medicare publication, press 1. Otherwise, press 2.
[CUSTOMER][NEUTRAL] To repeat the choices, I will need your Medicare number. You will find this information on your red, white, and blue Medicare card. I will also need your last name, date of birth, and last four digits of your Social Security number or 5 digit zip code. If you are entering a Medicare number, press 1. Social Security number, press 2.
[AGENT][NEUTRAL] Can you enter that number for me?
[CUSTOMER][NEUTRAL] I am sorry we did not receive your response. If you are entering a Medicare number, press 1. Social Security number, press 2. Please speak your date of birth, for example, January.
[AGENT][NEUTRAL] Oh, I can do it with the.
[AGENT][NEUTRAL] You can press the numbers, whichever one you want to use.
[AGENT][NEUTRAL] It's asking for your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, we are having trouble. We did not understand your response. Please hold while we transfer your call.
[AGENT][NEUTRAL] Oh, OK
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] All representatives are currently assisting other callers. Please remain on the line and your call will be answered by the next available representative. Thank you.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line and your call will be answered by the next available representative.
[CUSTOMER][NEUTRAL] Thank you for calling the Medicare Benefits Coordination and recovery Center. My name is [PII], ID 4363. Can I ask who I'm speaking with?
[AGENT][NEUTRAL] Sure, my name is [PII], first initial to my last name is [PII]. I have the insured on the line as well.
[CUSTOMER][NEUTRAL] OK, and what would be a good telephone number for you, [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And then are you part of an insurance company, a provider's office?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I'm calling with American Public Life. We're an insurance company.
[CUSTOMER][NEUTRAL] OK, and then you said you had the insured on the line as well?
[AGENT][NEUTRAL] Yes, he is.
[CUSTOMER][NEUTRAL] All right. So I'll start with the member. Um, can I get the Medicare ID number or social whenever you're ready?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My Medicare number is 7G36G71GT58.
[CUSTOMER][NEUTRAL] Excuse me, 85 at the end, not 58.
[CUSTOMER][NEUTRAL] 85. OK.
[CUSTOMER][NEUTRAL] And last time I talked to [PII] there, she gave me the phone number of APL, but it don't sound like uh [PII]'s with APL. She's with a different APL. I'm looking for American president lines and that sounds like uh.
[CUSTOMER][NEUTRAL] And you with who?
[AGENT][NEUTRAL] I'm with the American Public Life. Oh, is that what's going on?
[AGENT][NEUTRAL] It's a different insurance company?
[CUSTOMER][NEUTRAL] That might be what's going on.
[CUSTOMER][NEGATIVE] Yeah, because I tried the phone number they gave me for APL yesterday with no success multiple times, just getting a busy signal and I called back to uh benefits recovery and they gave me this new phone number which was yours, [PII], and that's probably why you can't find anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, now, that, that makes sense. Who, who did they say the APL was for?
[AGENT][NEUTRAL] What was the other company you said?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, American president lines, that was my employer.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And, and, and [PII] gave me your number, which is
[CUSTOMER][NEUTRAL] Not American present lines, but still an APL.
[CUSTOMER][NEUTRAL] Initials.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So [PII], we're trying to, um, oh, go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, yeah, what, like I was gonna say, is trying to get an old claim that keeps popping up on Medicare that uh Cigna is concerned about, uh.
[CUSTOMER][NEUTRAL] Um a claim back in [PII] that needs to be removed from some records, so I can have a clear shot at getting my
[CUSTOMER][NEUTRAL] Uh, Cigna Insurance.
[CUSTOMER][NEUTRAL] OK, um, so I'll see what we have going on with the coordination of benefits. Can you verify your first and last name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then can you lastly verify your telephone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then do I have your permission to release your Medicare information while [PII] from Marton Public Life is on the line with us as well?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm assuming you're calling about the workers' compensation?
[CUSTOMER][NEUTRAL] Yes, dated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, and are you guys a workers' comp company or?
[AGENT][NEUTRAL] Well, no, so American Public Life, we um we have like secondary insurance, group, um, cancer policies, accident policies.
[CUSTOMER][NEUTRAL] I'm an
[AGENT][NEUTRAL] Um, critical illness, mostly through the employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we don't do workers' comp though.
[CUSTOMER][NEUTRAL] Yeah, it might be the wrong APL here.
[CUSTOMER][NEUTRAL] Because this was back in [PII] you had been a, this was part of some sort of.
[CUSTOMER][NEUTRAL] You said it was the APL stands for American Prison? The American president lines.
[CUSTOMER][NEUTRAL] The containerized shipping company.
[CUSTOMER][NEUTRAL] Since been bought out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right, so after American, can you spell the other part of the acronym?
[CUSTOMER][NEUTRAL] President, just like president.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] President
[CUSTOMER][NEUTRAL] Line
[CUSTOMER][NEUTRAL] For life.
[CUSTOMER][NEUTRAL] Just like president, it would be.
[CUSTOMER][NEUTRAL] In front of President [PII] or President [PII] or President who or president.
[CUSTOMER][NEUTRAL] No. OK. Don't ask me to spell it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And then the last word is [PII] [PII]
[CUSTOMER][NEUTRAL] And they had an LTD at the end of it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And the first number that uh that the lady gave me for APL was a 949 number and I've called that multiple times and it's continually busy, no answer.
[CUSTOMER][NEUTRAL] OK, let me see if I can get a different telephone number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then have you had any issues with your Medicare benefits? Did you receive a letter from your Part D insurer?
[CUSTOMER][NEUTRAL] I received a letter from Cigna, which is my part, uh, drug plans, Medicare prescription drug plan.
[CUSTOMER][NEUTRAL] Cigna is the name of them, Cigna Healthcare.
[CUSTOMER][NEUTRAL] And the verbiage of the letter was kind of that, you know, Medicare coordination of benefits had additional prescription drug coverage on file.
[CUSTOMER][NEUTRAL] Yes, and I didn't understand it so I called them and they explained it to me and gave me your number and this is this will be my 4th contact with uh.
[CUSTOMER][NEUTRAL] and helping to, uh, to try to resolve this.
[CUSTOMER][NEUTRAL] My first conversation revealed that [PII] date which he gave me a policy number and a claim number for.
[CUSTOMER][NEUTRAL] And that phone number that I can't get a hold of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did try to search in our system with the policy number that he gave, but the policy number and the claim number, they're both not American public life.
[CUSTOMER][NEUTRAL] Yeah, I think it's a different APL um entirely so the phone number that I have for workers' comp is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then what is.
[CUSTOMER][NEUTRAL] Oh yes, go ahead, you can repeat it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what policy number or claim number were you provided?
[CUSTOMER][NEUTRAL] My policy number was EWS008608800.
[CUSTOMER][NEUTRAL] Same number LSH 1500005.
[CUSTOMER][NEUTRAL] OK, yeah, that's in that information is correct um maybe the previous agent got it, you know, I think they definitely did get it mixed up with a different APL, but um I would recommend trying that number, um.
[CUSTOMER][NEUTRAL] I mean, and we can maybe do a conference call just so I can verify that you know it is.
[CUSTOMER][NEUTRAL] A valid number as well. I'm not sure if [PII] you wanted to stay on the line as well. I mean, I'm, I'm sure the beneficiary appreciates it, but I just think this was mistaken with another party, um, so I don't think it's exactly necessary, yeah.
[AGENT][NEUTRAL] Oh, no, it's OK.
[AGENT][NEUTRAL] I can um leave the call and then it'll be just you two.
[CUSTOMER][NEUTRAL] OK, yeah, did you have any questions, uh, [PII] before she got off the line?
[CUSTOMER][POSITIVE] No, thank you very much, [PII]. I'm sorry to involve you in this mess, but I appreciate your help.
[AGENT][POSITIVE] Oh, you're very welcome. Well, thanks for calling [PII]. I hope you all have a great weekend.
[CUSTOMER][POSITIVE] Alright thank you for the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.