AccountId: 011433970860
ContactId: c65263cf-e83a-4906-a4f2-d645878c8483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287260 ms
Total Talk Time (AGENT): 93841 ms
Total Talk Time (CUSTOMER): 114906 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c65263cf-e83a-4906-a4f2-d645878c8483_20250424T18:58_UTC.wav
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[AGENT][NEUTRAL] APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to uh file a claim.
[CUSTOMER][NEUTRAL] Um, and yeah, on the form it has APL policy number is, is, um, that's the number I was given, um.
[CUSTOMER][NEUTRAL] Um, for in the members member services portal, I, I'm a BWAmericare.
[AGENT][NEUTRAL] Do you have a card with us? Maybe I could look it up by your name.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure. Um, my name is [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] 22 separate words.
[AGENT][NEUTRAL] OK, yes. Uh, let me just see if I can't find that and uh.
[AGENT][NEUTRAL] Did you receive a card, uh, with us, um.
[AGENT][NEUTRAL] Ms. [PII] or?
[CUSTOMER][NEUTRAL] I have a, it's um THCS is that one in your
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Plans
[AGENT][NEUTRAL] Well, let's see, um,
[CUSTOMER][NEUTRAL] I have a member number. Is that is that what you want?
[AGENT][NEUTRAL] Oh, let's try that.
[CUSTOMER][NEUTRAL] OK, M as in Mary, 06236551.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, um,
[AGENT][NEUTRAL] Do you have um what company are you did you say that you were with?
[CUSTOMER][NEUTRAL] Um, it, it's PHCS.
[CUSTOMER][NEUTRAL] Is the insurance?
[AGENT][NEUTRAL] OK, now this is um.
[CUSTOMER][NEUTRAL] It also says BWS.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Ormericare.
[AGENT][NEUTRAL] Americare, OK, so that's, well, um, now we're American Public Life.
[AGENT][NEUTRAL] Uh, so I'm not sure, um, that's what it says on your card, is it, is Americare.
[CUSTOMER][NEUTRAL] Plan information, Americare.
[CUSTOMER][NEUTRAL] And group ID is BWA.
[CUSTOMER][NEUTRAL] And then at the top it says PHCS.
[AGENT][NEUTRAL] Yeah, I'm not sure that that's our insurance card. That doesn't sound like ours at all. Um, we're APL, American Public Life.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I know, and I was told to, like, so I went.
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] To in a supposedly in-network medical like Medierge.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And the place I went to was listed, but when I got there, they couldn't find like the insurance, so I had to pay out of pocket and when I called the insurance to say I, I need to file a claim to see if I can recoup the money I put out, they told, they sent me the APL form, but on the APL form it says APL policy number, but I don't know if I should put the number I just gave you. Like I don't know what number to put on the form.
[AGENT][NEUTRAL] Well, let's see if we can find your, um, find your policy. Um, what is your, if I could just use your social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] That's, I wonder why they sent that to you because that's not coming up in our system. Um, so what I'm looking for is uh [PII] and then your name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], mhm.
[AGENT][NEGATIVE] And it's not coming up under anything that we have. I, I don't have anything um.
[AGENT][NEUTRAL] I, I don't have anything under your name. I don't have anything under your social security number.
[AGENT][NEUTRAL] Uh, so I'm just, I'm just not sure that that's our insurance. I don't know why they sent that to you. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't look like it's one of our policies.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] OK, I'm sorry I couldn't help. Thank you for contacting API.