AccountId: 011433970860
ContactId: bd37bf7e-cce1-4d24-bcae-97d2c3e54273
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242639 ms
Total Talk Time (AGENT): 100981 ms
Total Talk Time (CUSTOMER): 127043 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/bd37bf7e-cce1-4d24-bcae-97d2c3e54273_20250619T12:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you this morning?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][NEUTRAL] Pretty good. Um, I've got a broker's office online. It's [PII] with Signature Benefits, and she is calling about one of their insureds, um, group is 26991, and the insured they are calling about, uh, on the claim is [PII].
[CUSTOMER][NEUTRAL] And her policy is 2607109 and can you speak with [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'm gonna send her her your way.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Thanks you as well.
[AGENT][POSITIVE] Good morning. This is [PII]. How are you today?
[CUSTOMER][POSITIVE] Hello, I'm doing great. It's [PII] at Signature Benefits Plus. How are you?
[AGENT][POSITIVE] I'm great, [PII]. Thanks for asking. One moment, I'll get [PII] pulled up for you.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And please be advised that verification of coverage does not guarantee the payment of a claim. I have it pulled up and [PII], how can I help you today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So she received a message saying that the claim has been processed and the amount paid was 0.
[CUSTOMER][NEUTRAL] Um, how is that? I thought everything they submitted up to $2000 was paid.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe I've got it backwards.
[AGENT][NEUTRAL] Was this for data service 632025?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it looks like we're asking for the primary insurance, EOB and the diagnosis code.
[CUSTOMER][NEUTRAL] Oh, OK, and diagnosis code. OK, that makes more sense. Would that because so how would she have known that because unfortunately she can't get logged into the APL, so she's on the employer site looking at this would this be, how would this been communicated to her just so I can let her know.
[AGENT][NEGATIVE] She, she should have received the EOB and at the bottom of, I believe it's the 2nd page of the EOB it gives the explanation to the codes.
[CUSTOMER][NEUTRAL] OK, the EOB from APL?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK. A P L E O B.
[AGENT][NEUTRAL] Yes, so on page 2, it indicates um
[AGENT][NEUTRAL] In order to further process this claim, we would need the following items and it does list the explanation of benefits and the diagnosis code.
[CUSTOMER][NEUTRAL] OK, alright, can you, so I'm gonna rela relay that to her. So can I know you're in claims. I, I'll go back to customer service to see why her email is not working for her sign in because I think that's what there's a problem as well.
[AGENT][NEUTRAL] Yes, ma'am. Let me get over. Let me see if I can pull that up real quick and I can verify.
[CUSTOMER][NEUTRAL] So OK.
[CUSTOMER][POSITIVE] Oh, you can do that? OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You're welcome. So we have our [PII] at
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII] [PII], yeah, [PII] [PII]. So that is correct, but every time that she puts that in there with whatever like the, the combination that she does, it says that it's not it's unrecognizable.
[AGENT][NEUTRAL] OK. Now, that would be customer service cause I can verify what she's entering, but that's as far as I can go.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That's, that's OK.
[CUSTOMER][POSITIVE] I understand. Alright, well, at least we'll start with this and then we'll get to that log in later. Alright, well thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK.
[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.