AccountId: 011433970860
ContactId: d23a5112-03d2-4044-bdcc-0d61af0d806a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448209 ms
Total Talk Time (AGENT): 141865 ms
Total Talk Time (CUSTOMER): 242245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d23a5112-03d2-4044-bdcc-0d61af0d806a_20250226T19:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. My last name is [PII] from you. Actually, I was talking with one of the representative and the call got disconnected. So, actually, uh, she was stating she would have to transfer my call because she was not able to see what the check was called, um, I mean, what, so, uh can you able to help me with that?
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Mhm. Yes, sure. The policy number is uh
[CUSTOMER][NEUTRAL] 02136485
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, sure. It's [PII]. And may I also have your name spelled for documentation purpose?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. May I have a date of service or claim number?
[CUSTOMER][NEUTRAL] Mhm, sure. I can provide you with the date of service since I don't have the claim number with me. The date of service is [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] Total amount, it is $215 even.
[AGENT][NEUTRAL] Thank you for future reference. You may visit our website at [PII] to check claim status as well. One moment, I'll get this pulled up. You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] This processed under claim number 3412.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 549.
[AGENT][NEUTRAL] It looks like you paid a benefit amount of $10.09.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This processed on.
[CUSTOMER][NEUTRAL] Oh that.
[AGENT][NEUTRAL] 131 2024.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you needed to know if the check is cleared?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, OK, I will have to send it over to the finance department. Normal turnaround is 24 to 48 hours on this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, you would have to send this claim for the finance department?
[AGENT][NEUTRAL] Yes, I would have to send the check over to the finance department in 24 to 48 hours, they will return it and I can have the status of that then. So just give us a call back and we'll have the status for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh actually, I want you to make uh this information added to it. And uh for the uh previously checking the representative had said the correct address was updated because we have sent in 99 form for the uh tax ID number [PII]. And the uh the tax ID number [PII].
[CUSTOMER][NEUTRAL] [PII]. So uh uh and the representative has also confirmed that they have received the 99 form and that the address also got updated but still uh they were not able to look into the reason for the voided information and why the check was not yet reissued. OK?
[AGENT][NEUTRAL] OK, so I'll send this over once we get that status, we can go from there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And I would like to send like uh 123 claims for the finance department because they are the I mean claims which got paid and voided for the check.
[AGENT][NEUTRAL] OK. Do you have those claim numbers?
[CUSTOMER][POSITIVE] Uh, yes, I do have it.
[CUSTOMER][NEUTRAL] OK. So the next uh claim number is 332915.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] So that's 332-911-2?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, 332-915-2.
[AGENT][NEUTRAL] 52. OK. 332-9152. OK, and your next one?
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] The next one, yes. It is uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Again, it's [PII],
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any more?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, there's only 3 of them.
[AGENT][NEUTRAL] OK, so I will send all of these over and we should get our updates in 24 to 48 hours.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. Is there any reference number or the exclusion IDs that we can uh like uh further follow up?
[AGENT][NEUTRAL] Yes, once you call back, whomever you speak with can give you the update on that. We always enter it in the system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So there's no reference ID or anything, right?
[AGENT][NEUTRAL] No, ma'am. The call reference number would be my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, can you again spell me it for the um call reference number again with another code?
[AGENT][NEUTRAL] Yes, it's M O N I Q U E. Last initial is [PII]
[CUSTOMER][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So it is [PII]. Did I get it correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][POSITIVE] And yeah, thank you so much for the information. I have got enough information from you. Thank you so much for that and have a great day.
[AGENT][POSITIVE] You are so welcome, sir, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.