AccountId: 011433970860
ContactId: d43900f2-bd6b-4b74-8db0-70fef99c4415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174350 ms
Total Talk Time (AGENT): 74287 ms
Total Talk Time (CUSTOMER): 74139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d43900f2-bd6b-4b74-8db0-70fef99c4415_20250312T17:33_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] Hi [PII], I just need to verify, um, I guess eligibility and then, uh, find out.
[CUSTOMER][NEUTRAL] A little information about claim submission.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It is [PII] and that is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] That is 02319205 M like Mary, L like Lisa, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], uh, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility in claim submission.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So for the eligibility, it does show that it's currently active. The effective date is [PII]. And what information are you needing for submitting the claim?
[CUSTOMER][NEUTRAL] Um, so my first question was, um.
[CUSTOMER][NEUTRAL] Do you accept um fax claims?
[CUSTOMER][NEUTRAL] Or does it have to be mailed in?
[AGENT][NEUTRAL] We have 3 different options that you can submit. It's via fax, mail, or the secured portal.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I will take the um.
[CUSTOMER][NEUTRAL] The fax number and the secure portal information if you don't mind.
[AGENT][NEUTRAL] OK. So the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942-3 and that is attention claims department.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and then what is the portal? Go ahead.
[AGENT][NEUTRAL] And this, go ahead.
[AGENT][NEUTRAL] The secured portal is secured, spelled S E [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I got you and what was your name again? I'm sorry, I I should have written it down at the beginning.
[AGENT][NEUTRAL] Oh, it's no problem. For the reference, it will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, I thank you so much you have been so helpful, [PII] I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, Penny have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.