AccountId: 011433970860
ContactId: c552579a-2295-4470-8e24-db4231e87a25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305109 ms
Total Talk Time (AGENT): 176918 ms
Total Talk Time (CUSTOMER): 109490 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c552579a-2295-4470-8e24-db4231e87a25_20250617T13:32_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi there, [PII]. I'm trying to set, uh, do a claim and it won't let me get through on the internet, so I have to file it this way, I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, could I get your name and a callback number? I'll get that pulled up for you and take a look at it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could I get a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is your policy number with us, Mr. [PII]?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 02593359.
[AGENT][NEUTRAL] OK, if you could verify your date of birth.
[AGENT][NEUTRAL] And your mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] What is your uh mailing address?
[CUSTOMER][NEUTRAL] Oh, you might have the [PII],
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you.
[CUSTOMER][NEUTRAL] I forget it's [PII], it's [PII] though.
[AGENT][NEUTRAL] OK. OK. And so you're trying to file.
[CUSTOMER][NEUTRAL] I moved, I moved out of there. I don't have it in front of me.
[AGENT][NEUTRAL] Yeah. OK. So you're calling because you're trying to file a claim online and it's not allowing you into the system.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So it looks here.
[CUSTOMER][NEGATIVE] Say not pulling up my policy. I don't know if I bought it because I've been pretty much terminated for taking off the last 12 weeks because of.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I don't know if it's canceled, but my other insurance isn't canceled.
[AGENT][NEUTRAL] OK, so your policy with, uh, your policy with American Public Life does show that it canceled effective [PII], but if your charges are prior to your cancellation date, you can still file a claim for reimbursement.
[CUSTOMER][NEGATIVE] So I don't believe it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it was, uh, what is it, uh, uh, where is the date [PII] yeah, [PII] and [PII] of the claims.
[AGENT][NEUTRAL] OK, OK, no problem. OK, so we can go ahead and uh like I said, you can go ahead and file a claim. Uh so because your account has now been canceled, you will have to submit the information by your option is by mail, fax, by mail or fax, um.
[AGENT][NEUTRAL] That you can submit the information uh to uh for reimbursement and I'll let you know what's needed and uh you can send that information in, complete a claim form. You should be able to still get a claim form uh online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and you'll complete that. Make sure your updated mailing address is there so, you know, if payment is rendered, we know where we're sending it.
[AGENT][NEUTRAL] And um so for a claim submission, what we will need, as I stated the claim form, um, we'll need an itemized statement for the services.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then we'll also need the explanation of benefits from your primary showing they process the charges and what your patient responsibility is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then we will also
[CUSTOMER][NEUTRAL] Yeah, I did, I did a claim right before that. I did a claim right before that. So I got the receipts here and then I got the EOB and all that also.
[AGENT][NEUTRAL] OK, so you're familiar with what's needed. OK, so, yes, what.
[CUSTOMER][NEGATIVE] Yes, unfortunately.
[AGENT][POSITIVE] OK, OK, well, that, that's actually a fortunate thing. So you know what you're looking for, you know what to submit, you know, you won't have to go back and forth. Um, but yes, so you can, like I said, you can mail it in or you can fax it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the mailing address and fax?
[CUSTOMER][NEGATIVE] So they won't let me do it, they won't let it go through on, they won't let it go through on the internet no more cause it's canceled.
[AGENT][NEUTRAL] Once the policy is canceled, unfortunately, yes, you would not be able to um submit a claim, claim through the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, because I can pull up the mailing address and everything online, correct?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, yes, it should, uh, online if you still have a copy of your card. OK, OK, that information is all there.
[CUSTOMER][NEUTRAL] OK, I'll probably let fax it in anyway.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] That's what I wanted to check. OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.