AccountId: 011433970860
ContactId: ce95e1c4-e1fa-4fc8-892f-565268064f73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 711409 ms
Total Talk Time (AGENT): 219705 ms
Total Talk Time (CUSTOMER): 156453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ce95e1c4-e1fa-4fc8-892f-565268064f73_20250603T15:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi. What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you please spell it?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] OK. OK, sir. Uh, my
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial [PII], and callback number is [PII].
[AGENT][NEUTRAL] And could you spell your name?
[AGENT][NEUTRAL] What is the spelling of your name?
[CUSTOMER][NEUTRAL] Uh yes. It's [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] So I'm not sure if you said [PII].
[CUSTOMER][POSITIVE] Yes, it's right.
[AGENT][NEUTRAL] And what was the callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension is [PII].
[AGENT][NEGATIVE] Oh, you're going a little too fast. I didn't catch the last four digits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how can I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, I want to know the claim status only.
[AGENT][NEUTRAL] I could assist you with that. Can I have the policy number of the member?
[CUSTOMER][NEUTRAL] Yeah, policy number is 1275591.
[AGENT][NEUTRAL] 1275591, could you verify that patient's name and date of birth that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for and I'll be able to assist you?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Bill amount is $200.
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] [PII]. No claim on file?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And member was eligible on our data service.
[AGENT][NEUTRAL] Yes, the member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please confirm your repair ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Wait. What is the pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And can you please confirm uh your mailing address also?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Do you have that address?
[CUSTOMER][NEUTRAL] Uh, sorry, can you please repeat it again? The [PII].
[AGENT][NEUTRAL] [PII], [PII]. [PII]. What was the date of service again, [PII]?
[CUSTOMER][NEUTRAL] D of service is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have the zip code? Is that the correct address that you have or do you need me to provide you with the full address?
[CUSTOMER][NEUTRAL] Uh, please tell me again the full address, mailing address.
[AGENT][NEUTRAL] So the mailing address will be addressed to APL claims department.
[AGENT][NEUTRAL] [PII]. That's [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] after that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a second. Let me check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But uh as I check this is is not found.
[AGENT][NEUTRAL] Payer ID is 60801. That's 60801 is the payer ID.
[CUSTOMER][NEUTRAL] 60801. I'm right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Wait a second, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, please tell me the postal code so I can check on that.
[AGENT][NEUTRAL] The zip code for the mailing address is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, wait a second.
[AGENT][NEUTRAL] Do I need to spell [PII] for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's showing [PII].
[CUSTOMER][NEUTRAL] [PII]. Please join.
[AGENT][NEUTRAL] No, the the [PII]. That's [PII].
[CUSTOMER][NEUTRAL] But, uh, uh,
[CUSTOMER][NEUTRAL] This address is not found.
[AGENT][NEUTRAL] So the address that we have on file for our claims department is [PII].
[AGENT][NEUTRAL] I'm not sure what address you have, but that's the correct address here for American Public Life Claims Department.
[AGENT][NEUTRAL] That's [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, I.
[CUSTOMER][POSITIVE] Yes, I got it.
[CUSTOMER][NEUTRAL] So we have to resubmit this claim, right?
[AGENT][NEUTRAL] There is no claim on file unfortunately here at American Public Life. I'm not sure if you didn't have the correct mailing address or the correct payer ID, but from the sounds of it, something was not correct for us not to have the claim on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, OK, now you, uh, I
[AGENT][NEUTRAL] I'm not hearing you, [PII], if you're saying something.
[CUSTOMER][NEUTRAL] Yeah, I have another member ID.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] 629
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] I do apologize. I'm not hearing you because your phone is breaking up.
[CUSTOMER][NEUTRAL] Member ID is 024.
[CUSTOMER][NEUTRAL] 62,910.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[AGENT][NEUTRAL] I'm not able to hear you if you're saying something.
[CUSTOMER][NEUTRAL] My name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for [PII]?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEGATIVE] So your phone is breaking up real bad. Could you repeat that data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for that mem for [PII].
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] There is no claim on file. Her policy has been active since [PII], and it is currently active.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, no. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APO. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, uh, actually, what is the time firing limit is the claim.
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye.