AccountId: 011433970860
ContactId: ce2c1dca-36bf-42a3-b9d8-ef362e6e7af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383480 ms
Total Talk Time (AGENT): 122680 ms
Total Talk Time (CUSTOMER): 129190 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ce2c1dca-36bf-42a3-b9d8-ef362e6e7af6_20250610T16:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I got it, uh, a letter in the mail and um it's, it's, it's uh.
[CUSTOMER][NEUTRAL] So American Public Life Insurance Company explanation of benefits and has a policy number and a reference number.
[CUSTOMER][NEUTRAL] It has my name on it.
[CUSTOMER][NEUTRAL] The claim number.
[CUSTOMER][NEUTRAL] But I, I don't, I don't know what this is, is about because I don't have life insurance with a company called APL.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did, do you have the policy number that was on that explanation of benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 18405
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] And um what yeah what else did you want to verify?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] And how did you pronounce your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you said you got an explanation of benefits and you're not sure what the, this policy is?
[CUSTOMER][NEUTRAL] I'm not sure what it's in regards to. I, I have a claim going with it and, uh, my health insurance company, but it's not American Public Life Insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Now, this policy is your health policy and it is through American Public Life Insurance.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] This is a, this is a hospital policy, not a life policy.
[AGENT][NEUTRAL] Do you have the, does it have a claim number on that explanation of benefits?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what is that claim number?
[CUSTOMER][NEUTRAL] 3607408
[AGENT][NEUTRAL] OK, let me pull that up. Hold on one moment.
[AGENT][NEUTRAL] I'm trying to pull the claim up so I can tell you what it is, OK? Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like all we received was a claim form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So we would need some itemized bill, diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To process the claim, we need an itemized bill that has procedure codes and diagnosis codes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me work on getting that stuff to you guys and then they just mail it to you at this address up here.
[AGENT][NEUTRAL] Yes, sir, unless
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir, unless you have a online account you can upload it on the online service center.
[CUSTOMER][NEUTRAL] Uh, let me see. I just can go to your website at [PII].
[AGENT][NEUTRAL] To the online service center is secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you can set up an account.
[CUSTOMER][NEUTRAL] Alright, hold on, let me write this down now.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Secured.
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Secured SE.
[CUSTOMER][NEUTRAL] I thought it was the word secured, huh? That's what she just spelled sounded too fast, secured.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh. What comes after secured?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got A [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Alright, I'll sign up and try to email it all to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much, ma'am.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] No, that's all for now.
[AGENT][POSITIVE] Thank you for Mr. [PII] for calling APA. You have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][NEUTRAL] Mhm. Bye bye