AccountId: 011433970860
ContactId: c6c420c9-4979-4afb-a5ef-38d395257a3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555070 ms
Total Talk Time (AGENT): 162928 ms
Total Talk Time (CUSTOMER): 230820 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/2025/03/04/c6c420c9-4979-4afb-a5ef-38d395257a3c_20250304T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm actually calling to um find out the status of the claim that I submitted um for reimbursement. I just wanna make sure it's received and then processed.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh [PII] [PII] is the last name.
[AGENT][NEUTRAL] OK, do you have a phone number on you in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] 619
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I have my member ID is that good?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 683-520.
[CUSTOMER][NEUTRAL] 822.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number. Is that your social?
[CUSTOMER][NEUTRAL] Uh, no, that's my member ID.
[CUSTOMER][NEUTRAL] Um, let me see if I have a policy number too on my, would it be on my card?
[AGENT][NEUTRAL] It should be, yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Or I can look it up by your social.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] Do I have a pla I only have a plan, a plan number, a group ID, and a member ID.
[CUSTOMER][NEUTRAL] So should I give you my social?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what did you say your name was? I'm sorry.
[CUSTOMER][NEUTRAL] The um first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't see it under the social. Let me see if I can look by your name, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you are wanting to know the status of the claim that you sent in.
[CUSTOMER][NEUTRAL] Yes, I faxed it in.
[CUSTOMER][NEUTRAL] On, um, [PII].
[AGENT][NEUTRAL] OK, hold on one moment, I'll look that up for you.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm not sure we received any claims.
[CUSTOMER][NEUTRAL] OK, I faxed it to.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me check something. Hold on just a second.
[CUSTOMER][NEUTRAL] Because I, I have confirmation that the fax went through.
[AGENT][NEUTRAL] OK, that's not our fax number.
[AGENT][NEUTRAL] I'm not sure whose fax number that is.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is
[CUSTOMER][NEUTRAL] It's the fax number that's behind my my uh member ID card to submit claim.
[AGENT][NEUTRAL] Does your card say does your card say American Public Li?
[CUSTOMER][NEUTRAL] For the claims
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or just, um,
[AGENT][NEUTRAL] On your card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, my plan, my plan is Americare.
[AGENT][NEUTRAL] Americare.
[CUSTOMER][NEUTRAL] 200
[CUSTOMER][NEUTRAL] Uh, SEAmericare and then the email.
[AGENT][NEUTRAL] Yeah, that's, that's not uh.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not sure who that is.
[CUSTOMER][NEUTRAL] In Enovacare, Enova, sorry.
[CUSTOMER][NEUTRAL] You don't know who that is?
[AGENT][NEUTRAL] I do not know. I'm not sure who that we are American public life.
[CUSTOMER][NEUTRAL] I'm, I'm so.
[AGENT][NEUTRAL] But I did find your policy in our system, but we just do not have any claims for you.
[CUSTOMER][NEUTRAL] So who am I supposed to, uh, am I not, am I, is the, do the claims go through you?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Should I so did I just, so I faxed it to the wrong number.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Which means the fax number on the member ID cards are wrong.
[CUSTOMER][NEUTRAL] Which I, I guess I have to call. I mean that's I know that's not your problem.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure which card you're looking at. Let me see if I can pull up.
[CUSTOMER][NEUTRAL] I'm looking at my my ID card.
[AGENT][NEUTRAL] Did it have the phone number you called, is that the number that's on that card?
[CUSTOMER][NEUTRAL] And it says email.
[CUSTOMER][NEUTRAL] No, if this is the number that I, I called the number on the card and they gave me this number just because to find out the status because they said that this is where the claims are processed.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Right, that's not us then. Yeah, you have a total different policy number and everything with us. It goes through American Public Life.
[CUSTOMER][NEUTRAL] OK, so I have to re fax it to American.
[AGENT][NEUTRAL] Yes, ma'am. I can give you our fax number or we have an online service center you can upload it to.
[CUSTOMER][NEUTRAL] OK, you said it's American. Can you tell me the name again? I'm sorry.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Life
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the fax number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][POSITIVE] Oh, I'm glad that I called.
[AGENT][NEUTRAL] Your policy number with us is 02591961.
[CUSTOMER][NEUTRAL] Oh, policy number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's the policy number, uh, with claims.
[AGENT][NEUTRAL] Yes, ma'am. That's your policy number if you call us, that's the way we can look it up every, each time you call in for anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should I put this on the fax cover too?
[AGENT][POSITIVE] You can, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, so and how long does it typically take to get, how does the reimbursement work? Does it, is it a check that's sent?
[AGENT][NEUTRAL] Yes, ma'am, unless you want to sign up for uh direct deposit.
[CUSTOMER][NEUTRAL] Can I do that with you or I have to go online and do it?
[AGENT][NEUTRAL] You would have to go online on our online service center and fill out a um.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Bank draft form.
[CUSTOMER][POSITIVE] OK, that's all right. I'll just do, I'll just get a check it's fine.
[CUSTOMER][NEUTRAL] OK, and what's the typical time frame around?
[AGENT][NEUTRAL] Um, at least 7 to 10 working days.
[CUSTOMER][NEUTRAL] OK, alright, I'll fax it over today. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I'm also gonna call um my.
[CUSTOMER][NEGATIVE] you know, the, um, the, the members customer service to tell them they have the wrong number on the back of these cards.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty OK great you've been very very helpful I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.