AccountId: 011433970860
ContactId: c7a6256f-1020-47ad-bd0a-6944f67d03a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169979 ms
Total Talk Time (AGENT): 48901 ms
Total Talk Time (CUSTOMER): 85015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c7a6256f-1020-47ad-bd0a-6944f67d03a2_20250602T20:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just called and I forgot to ask for payer ID for the claim, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me get the policy number and I can pull that up for you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. Policy number is 02589641 and claim address if I could.
[AGENT][NEUTRAL] OK, if you could verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Sure. Give me 1 2nd, please.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's uh word [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and uh could I get your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], you said you're calling to get the payer ID for the policy.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the pay ID for this policy is 64556.
[CUSTOMER][NEUTRAL] 645-56. And do you take uh um electronic claims?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We, we use RealMed.
[AGENT][NEUTRAL] Yes, that is the payer ID for uh electronic claims.
[CUSTOMER][NEUTRAL] Claims and let me see something here if you don't mind. Uh, I was trying to see what the uh mailing address is, um.
[CUSTOMER][NEUTRAL] Let me see, the mailing address for claim, it's, uh, what is it? Does it go to American Public Life, the PO box?
[AGENT][NEUTRAL] Yes, the PO box is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, on this card is [PII]. Is that wrong?
[AGENT][NEUTRAL] Uh, let me see. This is a hospital indemnity policy. Let me make sure.
[CUSTOMER][NEUTRAL] This is Oklahoma City, Oklahoma? Yeah.
[AGENT][NEUTRAL] Yes, [PII]. That is correct. My apologies.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Claim status review and the claim phone number is there and the pay are so American Public Life is the, is the insurance, right? That's where I need to send it to, correct? OK. Thank you. Thanks. Bye-bye. Bye-bye.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you.