AccountId: 011433970860
ContactId: ca3a4493-98ef-4729-ac8b-5696d5097e5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404670 ms
Total Talk Time (AGENT): 115481 ms
Total Talk Time (CUSTOMER): 115069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ca3a4493-98ef-4729-ac8b-5696d5097e5e_20250604T19:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, I'm calling to um check the status of um recently submitted claim.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, 2552435.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is this for you or another member listed on the policy?
[CUSTOMER][NEUTRAL] Um, one is for, I'm checking for two of them. One is for me and one is for, um, an insured, assured member of my um policy.
[AGENT][NEUTRAL] OK. May I have that name?
[CUSTOMER][NEUTRAL] But they both have the same.
[CUSTOMER][NEUTRAL] Um, well, one is [PII] and the other one is is me [PII].
[AGENT][NEUTRAL] OK. And could you verify the dates of birth?
[CUSTOMER][NEUTRAL] Um, the date of birth of [PII] is um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][POSITIVE] Oh, that's good. Y'all share birthdays.
[CUSTOMER][NEUTRAL] Yeah, we have the same birthday and then, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you please verify the mailing address and the email address on file?
[CUSTOMER][NEUTRAL] OK, and this will be for both. It'll be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And email address will be [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. So for your claim, do you have that date of service?
[CUSTOMER][NEUTRAL] Yeah, we, um,
[CUSTOMER][NEUTRAL] It's uh [PII], I mean [PII].
[AGENT][NEUTRAL] And was this a recent submission?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Was this a recent submission?
[CUSTOMER][NEUTRAL] A recent submission?
[AGENT][NEUTRAL] Yes, did you just recently submit this in?
[CUSTOMER][NEUTRAL] Oh yes, um, I submitted one yesterday and one today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I submitted the one for [PII], um, date of birth of [PII]. I submitted that one yesterday.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I submitted mine today for um.
[CUSTOMER][NEUTRAL] So [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] I mean [PII].
[CUSTOMER][NEUTRAL] I submitted that one today.
[AGENT][NEUTRAL] OK, so I do see that we do have a claim.
[AGENT][NEUTRAL] For the date of service of 4-26-25 for you.
[AGENT][NEUTRAL] And I'm looking it over.
[AGENT][NEUTRAL] This is emergency room visit?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I did look.
[AGENT][NEUTRAL] Now, the only thing is you will have to submit that discharge paper for the emergency room to know the diagnosis code.
[CUSTOMER][NEUTRAL] OK, I did that for both of them. It was 3 files, but EOB itemized in the front of each um discharge paper.
[CUSTOMER][NEUTRAL] For for each claim I did, um, I submitted the front of the discharge payment.
[AGENT][NEUTRAL] OK, I do see it for viral syndrome. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me highlight that.
[AGENT][NEUTRAL] And now I'm checking your dependents.
[AGENT][NEUTRAL] And for the dependent it was it, what was the date of service for that the same date of service as well?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's the same that it serve. We both were sick and we both went together.
[AGENT][NEUTRAL] OK, so I did highlight that information so that information is listed, so that will take the examiner 10 business days before they can review and or process. Now if there's any other information that is needed, they may request it, but I do see the documentation on here and I did highlight it, so you do just have to allow more time before this claim is reviewed and or processed.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure you received both of them, but um.
[AGENT][POSITIVE] Yes, we did receive it.
[CUSTOMER][NEUTRAL] OK, OK, so, so that's it, um.
[CUSTOMER][NEUTRAL] That's pretty much it.
[AGENT][POSITIVE] OK, and I do wanna thank you so much for calling American Public Life [PII]. You have a great rest of your day.
[CUSTOMER][NEUTRAL] All right, you as well.
[AGENT][POSITIVE] Thank you bye.