AccountId: 011433970860
ContactId: e03e5634-4dda-4b94-958b-6242dc14f4b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487019 ms
Total Talk Time (AGENT): 145400 ms
Total Talk Time (CUSTOMER): 132530 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/2025/03/17/e03e5634-4dda-4b94-958b-6242dc14f4b2_20250317T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I have a question. Um, I wanted to know, is there like, cause I, I think I got, I got a bill from from Baptist Hospital for $1000 and I, and I looked at my American Public Life claims, and they said that I guess I had reached the maximum, so I guess I do owe that $1000. I just want to confirm with you first before I call back Baptist to get on a payment plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, all right. Um, may I have your name please and a callback number?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]
[CUSTOMER][NEUTRAL] And then last name [PII].
[AGENT][NEUTRAL] Alright, Ms. [PII], and what is a good call back number?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much and OK, we.
[AGENT][NEUTRAL] are checking on
[AGENT][NEUTRAL] The status of a claim and that you have probably already used all your credits for it. OK, and
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just didn't know since I've never been, I've never been to the hospital, you know, in the 5 years that I've had American public life, so I wasn't aware of, you know, any of that.
[AGENT][NEUTRAL] Yes. All right, Ms. [PII]. Um, do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Yes, it is 254.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Really.
[AGENT][NEUTRAL] Alright, and allow me just a second so I can pull it up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it was [PII], and I see in the bill it says the calendar year maximum for this benefit has been exhausted with the payment of this claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I was able to pull up your policy. Unfortunately, um, I'm not um able to provide any information for us what your request is, but I can definitely transfer you to the department that handles this information for you. Um, before I do so, do you mind verifying your date of birth for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] All right, and your address.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you very much. Alright, I will be connecting you with the benefits department. They will be able to assist you further. Um, I will go ahead and provide your policy number and say that you are already verified so you don't have to go through that process again, right?
[CUSTOMER][NEUTRAL] You didn't
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] ring
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, I apologize for the wait. I see that all of our agents are right now on a call. Um, do you mind, uh, waiting just for a little bit on the line?
[CUSTOMER][POSITIVE] Yeah, that's OK, thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] Hello, good morning. This is [PII] from customer service.
[CUSTOMER][POSITIVE] Yes, [PII]. How can I help you?
[AGENT][NEUTRAL] I have an insured on the line, Ms [PII], uh, with policy number 2549423.
[CUSTOMER][POSITIVE] Yes, how can I help?
[AGENT][NEUTRAL] Um, she has been fully verified and everything. She, she received a letter about um that all her benefits have been exhausted and she has, she wants to verify if this is correct or not, and she has not um used this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, this is for her. She's, she's saying that she hasn't used it.
[AGENT][NEUTRAL] Yeah, she hasn't used it for her.
[CUSTOMER][POSITIVE] Oh, OK. Um, absolutely, I can certainly look that up. Um, yes, thank you. Uh, I can, I can help her.
[AGENT][NEUTRAL] All right. And her callback number is the one in the system. It's the same one, the one ending in [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm in the claims department, [PII], I'm just looking up your policy right now. Thank you for staying on the line with me. Um, thank you. I understand, uh, you're saying that you didn't use your policy, uh, for the current year, is that correct, ma'am?
[CUSTOMER][MIXED] Oh, no, I just wanted to know, I, since I've never gone to the hospital in the 5 years that I've had American public life, I, I didn't know there was like a cap, and I guess I went to the hospital in November and they billed me 19,883, which is absurd, but it's OK, um, and then my, my regular insurance covered most of it, and I guess you guys covered the rest.