AccountId: 011433970860
ContactId: cfed95d1-77fc-446f-a324-ae0f6023309d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327299 ms
Total Talk Time (AGENT): 143973 ms
Total Talk Time (CUSTOMER): 135630 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cfed95d1-77fc-446f-a324-ae0f6023309d_20250506T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hello [PII]. I'm calling in reference to my wife. Uh, she's at work so I wanna check on a claim that we had submitted and that it needed more paperwork and some was faxed early this morning. I wanted to see if uh you guys have got it yet to make sure that's all that's needed to get this claim through.
[AGENT][NEUTRAL] OK, may I have your name and then a callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] callback number [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy or her ID.
[AGENT][NEUTRAL] It would be the benefit benefit certification number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, uh, I got this here written down policy 02600010.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, claim claim number 3595064.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I did pull the policy up with that number, but I don't see you listed on here to discuss our policy or you're not on the policy at all.
[CUSTOMER][NEUTRAL] I'm not on a policy at all. This is her individual. I'm already on Medicare, so she needed insurance, so we picked this up for her.
[CUSTOMER][NEUTRAL] And, uh, she submitted a claim that, uh, it's taken a while for it to get figured out with uh,
[CUSTOMER][NEUTRAL] You know who's doing it or not, and then they just send it, OK, we got the claim, but we needed more information on her office visits, so that was faxed over this morning.
[CUSTOMER][NEUTRAL] Hey, come on in the.
[AGENT][NEUTRAL] OK, I do understand that, but I can't discuss anything about her policy unless I have authorization to speak with you, something in writing that states that we can't speak with you so I can't disclose anything on her policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I just with the other lady that gave me your numbers. She had her on a third party call and she confirmed it.
[AGENT][NEUTRAL] OK, but that's not with me. I have to get authorization that's a totally different department.
[CUSTOMER][NEUTRAL] Oh my God, that's um.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Alright, can you at least tell me if you got the, if you got the.
[AGENT][NEUTRAL] And if you would like, just have her.
[AGENT][NEUTRAL] I can't disclose anything about her policy.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] OK, thank you so much for calling American Public Life.
[CUSTOMER][NEUTRAL] All right, I'll see if uh she can break away from work.
[AGENT][NEUTRAL] Yes, and just have her if she would like just have her to submit it in writing so it can be in the system so she wouldn't have to contact you, you wouldn't have to contact her every time.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] How would she do that?
[AGENT][NEUTRAL] She can either submit it like she did if she has the option to go to the secure portal and she would write something out and submitted it there, like she will upload it or she has the option to fax it or mail it in, but we just need something written stating that it was OK to disclose information to you, the spouse, and give the name.
[CUSTOMER][NEUTRAL] How would she submit it right?
[CUSTOMER][NEUTRAL] What what fax number should she use?
[AGENT][NEUTRAL] Let me pull up a fax number for you.
[AGENT][NEUTRAL] She can submit it to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. All right. Now, she just put something on it saying that my husband, [PII], it's OK to, you know, check on her account and stuff and send it to this fax thing, that's enough.
[AGENT][NEUTRAL] Yes, she should be able to do it, but now it's some time that it is a possibility that they may wanna speak with her first to get that authorization and then she can submit it in writing.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] But that's just to let it know that we can note it in the system.
[CUSTOMER][NEUTRAL] OK, but have her phone number put out of the.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Tell her to put her phone number on there or maybe a picture of her license or something.
[AGENT][NEUTRAL] First you would have to contact us to verify or authorize that we could speak with you. Then she still needs to submitted in so because at one time that we speak with her, that's just a one time authorization.
[AGENT][NEUTRAL] So if you were to call just say tomorrow after she gave us the authorization today, we couldn't speak with you tomorrow because there was only an approval for one day. So we would have to have something in writing in our system after we've spoken with her and said it was OK to speak with you and then it has to be in writing so we can continue to discuss it with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she has to call you, tell you who she is, give you the policy number, the claim number, and then after you talk to her, then she can send you a fax.
[AGENT][NEUTRAL] Yes, after she says it's OK to speak with you about our policy, she can also send us that fax or in or submit it online and we will go from there.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] And never call this number [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Alright alright bye.