AccountId: 011433970860
ContactId: daab2bda-08d7-41dc-be06-abb2ec4b7c92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230979 ms
Total Talk Time (AGENT): 52949 ms
Total Talk Time (CUSTOMER): 83221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/daab2bda-08d7-41dc-be06-abb2ec4b7c92_20250217T17:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I'm calling in regards to a claim that I submitted and it was processed and it has a zero amount being paid, so I'm trying to figure out why because it won't show me anything online.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] In April may I please have your policy number?
[CUSTOMER][NEUTRAL] 02473916
[AGENT][NEUTRAL] And could you please verify your date of birth and the mailing address listed on file please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it does look like we have an email address. Could you verify that to make sure it's correct as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying your policy. May I have that date of service that you're calling in regards to?
[CUSTOMER][NEUTRAL] Um, I cannot remember the date of er oh yeah, I do [PII].
[AGENT][POSITIVE] I'm pulling that up for you now.
[AGENT][NEUTRAL] It's showing that the primary insurance paid it in full. Let me pull that image up.
[AGENT][NEUTRAL] I'm pulling the EOB up now.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, I mean the insurance had a zero balance, but I thought this coverage was more like a.
[CUSTOMER][NEUTRAL] Here's the incident and because you've had the surgery, then we pay you.
[CUSTOMER][NEUTRAL] But the extra or whatever, um, or, you know, I like Aflac does if you get injured, you
[CUSTOMER][NEUTRAL] Do a claim and doesn't matter what the insurance company pays.
[AGENT][NEUTRAL] No, this is a supplemental policy. We only covers the deductible co-insurance or co-pay if your primary insurance didn't cover it.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well, that was the hospital bill, so I haven't received the bill yet from the doctor.
[CUSTOMER][NEUTRAL] So do I check that too and if they don't cover that.
[AGENT][NEUTRAL] If they apply to the deductible co-insurance or co-pay, you can submit that EOB and information in and once it's received that examiner will review it.
[CUSTOMER][NEUTRAL] File again.
[CUSTOMER][NEUTRAL] OK, all right, I'll have to get that. I just have got the hospital and so I don't know about the doctor one yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Thank you for calling