AccountId: 011433970860
ContactId: d0902f70-9241-4c81-8c43-3928f4f207f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580799 ms
Total Talk Time (AGENT): 175113 ms
Total Talk Time (CUSTOMER): 172041 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d0902f70-9241-4c81-8c43-3928f4f207f7_20250211T14:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was calling to find out why my claim been denied again.
[AGENT][NEUTRAL] OK, but uh, what is your policy number?
[CUSTOMER][NEGATIVE] I don't have it my phone dropped, so I can't pick it up.
[AGENT][NEUTRAL] OK, give me one minute, and let me um go to the screen. What is your social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII], but the claim is under my husband's name, [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] What is, what is your mailing address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. Give me just a few minutes and let me get some informa this information pulled up.
[AGENT][NEUTRAL] Is this on a cancer policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] One of them is [PII] and the other one is [PII].
[AGENT][NEUTRAL] OK. Give me a few more minutes, please.
[CUSTOMER][NEUTRAL] How you turning on traffic?
[AGENT][NEUTRAL] I'm sorry, it's taking this long. I'm still reviewing, trying to locate your policy. I apologize.
[CUSTOMER][NEUTRAL] You haven't found the policy yet?
[AGENT][NEUTRAL] I'm still looking for you in there. You got several. And your husband is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I can pull over and, and get the policy number for you.
[AGENT][NEUTRAL] Let me look at
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEGATIVE] Which I find it confusing because I've only had 3 policies, only one of them active, so I can't understand why you can't find the current policy.
[AGENT][NEUTRAL] Uh, I, I need your policy number.
[AGENT][NEUTRAL] OK, um, let's see here. I found one policy that was processed on February or one claim that was processed on [PII].
[AGENT][NEUTRAL] [PII] and that benefit was $50 for a mammogram, that was for the date of service, [PII].
[CUSTOMER][NEUTRAL] OK, so I will give you the policy number.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] It is 525.
[CUSTOMER][NEUTRAL] 7441
[AGENT][NEUTRAL] It's not one of our policy numbers.
[CUSTOMER][NEUTRAL] 5257441
[AGENT][NEUTRAL] No, that is not our policy number.
[CUSTOMER][NEUTRAL] OK, man, this American Public Life because I've called all last week with the same policy number so how of a sudden it's not a policy number.
[AGENT][NEUTRAL] Are you saying
[CUSTOMER][NEUTRAL] What are you talking about?
[AGENT][NEUTRAL] Ma'am, please come. You don't have to yell. I'm trying to locate you in our system.
[AGENT][NEUTRAL] Can you please give me that policy number? Maybe I'm missing a number.
[CUSTOMER][NEUTRAL] 252-744-1
[AGENT][NEUTRAL] OK, I apologize.
[CUSTOMER][NEGATIVE] I gave you my social and everything else, so I don't understand why all of a sudden you can't find me today.
[AGENT][POSITIVE] I, I did not get the 2 in front of it. I did not get the 2 in front of it. You don't have to be upset. I'm trying to look this information for you.
[CUSTOMER][NEUTRAL] I had to pull up the road to give you that and I gave you all my other information.
[AGENT][POSITIVE] Ma'am, I, I apologize oh my, I apologize.
[CUSTOMER][NEUTRAL] I work.
[AGENT][NEUTRAL] OK, so there was one, for the data service that was processed for [PII].
[AGENT][NEUTRAL] And we did issue a benefit for that one, that was a mammogram.
[AGENT][NEUTRAL] And that will be direct deposit that was processed on yesterday and you please allowed 3 to 4 business days for that direct deposit into your account and that was $50.
[AGENT][NEUTRAL] And what was the other data service?
[AGENT][NEUTRAL] What was the other day the service?
[CUSTOMER][NEUTRAL] That wasn't the day that I was calling about, but OK.
[AGENT][NEUTRAL] OK, well, what was the other date?
[CUSTOMER][NEUTRAL] That wasn't the claim that I'm referring to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a claim that'll be closed out and I wanna know why that particular claim has been denied.
[AGENT][NEUTRAL] OK, and can you please give me the date of service?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] [PII] and [PII]. I've already give you this, ma'am.
[CUSTOMER][NEGATIVE] It's frustrating me that you keep denying it for one without information and for two, I keep repeating myself. That is also adding frustration.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I just don't you get them right.
[AGENT][NEUTRAL] OK, I'm, I'm still like, I don't know when did you, uh, submit the claim in for the [PII] and the [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh my God, ma'am, uh, you asked me to calm down. I've calmed down, but you, you, you agitate me again. I just gave you dates. I said 1 [PII], 130 [PII]. Why you talk to me about July. That is not the claim I'm asking you about. My husband don't have mammograms. I do. I'm asking about a claim I put in for my husband that you've denied.
[CUSTOMER][NEGATIVE] And that's the information that I need. I don't need nothing about no $50 mammogram, none of that. I don't want anything on me. My husband only. Data service is 11625 130 $25. I don't know how else to say this to you, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I don't know how else to say it.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK, I'm showing that on [PII] for your husband, [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] There was a benefit released.
[AGENT][NEUTRAL] For an imaging benefit for the data service of [PII].
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] Can I speak to someone else, please?
[AGENT][NEUTRAL] I'm looking through your stuff. Give me a minute, please.
[CUSTOMER][NEGATIVE] I didn't gave you several of them, ma'am. Don't be smart with me. I'm giving you time, but you keep on doing everything that I've, I, I haven't asked you.