AccountId: 011433970860
ContactId: c1cd31d9-d3c3-4860-95d2-cc260e65e860
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313980 ms
Total Talk Time (AGENT): 150023 ms
Total Talk Time (CUSTOMER): 105232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/c1cd31d9-d3c3-4860-95d2-cc260e65e860_20250507T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, uh, I had, uh, medical coverage, or health coverage, uh, with APL, uh, when I went to a doctor's visit and I had some tests done.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh the lab company is saying that I'm missing some information about my health insurance, uh, which is affecting the billing and so I was gonna see if I can get some of that information.
[AGENT][POSITIVE] OK, yeah, we can definitely take a look. Do you by chance have a policy number?
[CUSTOMER][NEUTRAL] Oh, I do.
[AGENT][NEUTRAL] OK, yeah, let's pull that up. What do you have?
[CUSTOMER][NEUTRAL] OK, policy number it says is 024.
[CUSTOMER][NEUTRAL] 94559.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull that up here one moment.
[AGENT][NEUTRAL] And if I could just verify your uh first, last name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then can you lastly verify your physical address, please, and email.
[CUSTOMER][NEUTRAL] Uh yes, uh so the address should be [PII] and the email should be [PII].
[AGENT][POSITIVE] All right, thank you so much. OK, so did the lab corporation tell you exactly what it was that they needed, that they didn't have?
[CUSTOMER][NEUTRAL] Yes, uh, they need the medical claims address and the member ID.
[AGENT][NEUTRAL] OK. So the number that you gave me is going to be your ID policy certificate number.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So that's valid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for them to submit claims, let me give you this information. Let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, claims are sent to IMA Incorporated, so that's I as in India, M as in Mary, A as in apple, Inc.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's at PO Box.
[AGENT][NEUTRAL] 21704.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is gonna be.
[CUSTOMER][NEUTRAL] um
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] So that was Egan and you said [PII].
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, let me get this.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, zip code again was [PII].
[CUSTOMER][NEUTRAL] Alright, and then the uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then that member ID is the policy number I gave.
[AGENT][NEUTRAL] Yeah, and then let me also give you this. So this is an electronic payer ID and sometimes they will use this to file the claim electronically. So let them know that you also got a payer ID if they want that.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that number is 64556.
[CUSTOMER][NEUTRAL] 645-556.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So any other issues that you may have, [PII], you can always tell them to call us at this number you called and we could assist as well, but that should, they shouldn't have any issues filing filing a claim with that info.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, yeah, so I had originally had put the insurance as, uh, I'm an 8.
[CUSTOMER][NEUTRAL] And so I think, would you say I'm gonna have they're gonna have to update it to where it's actually uh American public life.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, American Public Life is we're the insurance company, um, with this particular how you have the plan, that's where the claims are processed through. So, but if they call for verification of benefits, it comes to us. We're the ones that verify benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Anything else I can do for you?
[CUSTOMER][NEUTRAL] Oh, that's gonna be it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right, you too. Thank you very much.
[AGENT][POSITIVE] Uh-huh. Take care. Bye-bye.