AccountId: 011433970860
ContactId: da7d4f8e-e8b3-40a2-b71e-c008fbc1d098
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314040 ms
Total Talk Time (AGENT): 87858 ms
Total Talk Time (CUSTOMER): 155975 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/da7d4f8e-e8b3-40a2-b71e-c008fbc1d098_20250602T20:17_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 hi my name is [PII]. um I was in the process of.
[CUSTOMER][NEUTRAL] Uh, putting through an old claim, um, uh, when I was a participant in your plan.
[CUSTOMER][NEUTRAL] Um, uh, the, the claim falls into that period. I'm no longer a participant and I think you changed your site.
[CUSTOMER][NEUTRAL] In the last few days.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I can't get back in so I have a claim.
[CUSTOMER][NEGATIVE] In process and now I can't get back uh via the links that are being text to me.
[AGENT][NEUTRAL] OK. May I have the policy number?
[CUSTOMER][NEUTRAL] 02415345.
[AGENT][NEUTRAL] And may I have your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address and the email address listed on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII]?
[AGENT][NEUTRAL] And may I have a callback number just in case this call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy. Now I do see this policy was no is no longer active since [PII]. Now since that policy is no longer active, you wouldn't have access to the portal.
[CUSTOMER][NEUTRAL] I, I did up until uh 3 days ago.
[AGENT][NEUTRAL] OK. But since, since.
[CUSTOMER][NEUTRAL] Believe it or not, I, I, I'm looking, I'm looking at a, uh, um, explanation of benefits.
[CUSTOMER][NEUTRAL] That was um
[CUSTOMER][NEUTRAL] In the portal.
[CUSTOMER][NEUTRAL] Uh, dated 5-29-25.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 529 or 25.
[CUSTOMER][NEUTRAL] Yeah, just a few days ago I, I, I was on the site.
[AGENT][NEUTRAL] Is this for you or someone else listed on the policy?
[CUSTOMER][NEUTRAL] Uh, was it
[CUSTOMER][NEUTRAL] And I'm the I was the insured during the policy period and the claim is for my son.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, who we, we literally just got a bill from a hospital from [PII], just got the bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I was trying to file uh for the gap coverage on it.
[AGENT][NEUTRAL] OK, and I did pull the claim up.
[CUSTOMER][NEUTRAL] I can, I can share you, tell you the claim you want the you want the claim number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, 3606416.
[AGENT][NEUTRAL] And I did pull that claim up and it does show that we were requesting the primary EOP for that data service.
[CUSTOMER][NEUTRAL] Um, OK, is that, is that I got a second message that said it was processed, so I was trying to find the EOB when I got the second message. I thought, oh well, maybe, maybe it got cleared up, so and that's when I couldn't get back in to see why I got a second message, a text message.
[CUSTOMER][NEUTRAL] Um, so my question to you is, uh, where, how do I get you the EOB?
[CUSTOMER][NEGATIVE] If I can't get back into the portal.
[AGENT][NEUTRAL] The way that you would have to submit that since the policy is no longer active and you can try to create another account if you would like to see if that would work if not with the policy not being active you would submit the claim, the EOB either via fax.
[CUSTOMER][NEUTRAL] I get
[AGENT][NEUTRAL] Or via mail.
[CUSTOMER][NEUTRAL] No email, huh?
[AGENT][NEGATIVE] No, we have no access to email anymore since that is not secured.
[CUSTOMER][NEUTRAL] Um, OK, and, um.
[CUSTOMER][NEGATIVE] I did try to reestablish um an account but I could not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so if I were to mail it, is it to the um PO box?
[CUSTOMER][NEUTRAL] On the explanation of benefit from you.
[AGENT][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Is that the one that you're referring to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that would be the correct mailing address.
[CUSTOMER][POSITIVE] OK. OK. All [PII]. Thank you very much.
[AGENT][POSITIVE] You're welcome and I do wanna thank you so much for calling American Public Life, [PII], have a great day.
[CUSTOMER][POSITIVE] You bet you take care.
[AGENT][POSITIVE] Thank you bye.