AccountId: 011433970860
ContactId: e99a4b91-d332-4957-8060-58ebf8d94f8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422250 ms
Total Talk Time (AGENT): 152704 ms
Total Talk Time (CUSTOMER): 100545 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e99a4b91-d332-4957-8060-58ebf8d94f8b_20250407T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name is [PII]. I'm calling regarding claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] 196727922.
[AGENT][NEUTRAL] That is not our policy number. Do you have a group number or social security number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is that? The so?
[CUSTOMER][NEUTRAL] Sorry, what's your question?
[AGENT][NEUTRAL] Is that the social security number?
[CUSTOMER][NEUTRAL] Yeah, social security number.
[AGENT][NEUTRAL] OK, that number didn't pull up either. I can do a name search. Can I have the first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell that?
[CUSTOMER][NEUTRAL] [PII] and date of uh [PII].
[AGENT][NEUTRAL] I'm sorry, I cannot understand. Can you please slow down and repeat that again?
[CUSTOMER][NEUTRAL] Last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] with extension [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And could you please spell out your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. May I have a date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Total bill amount?
[CUSTOMER][NEUTRAL] And the total bill amount of this claim is.
[CUSTOMER][NEUTRAL] $3,479 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I'm not showing we have received data service 132025 as of today.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, if you need claim number, so I provide you.
[AGENT][NEUTRAL] OK, may I have that claim number?
[CUSTOMER][NEUTRAL] 202,502,240,310.
[AGENT][NEUTRAL] OK, that is not our claim number. That could be the primary insurance claim number. Our claim number is not that long.
[AGENT][NEUTRAL] Our claim numbers were.
[CUSTOMER][NEUTRAL] So could you check is uh.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is that available or not any details?
[CUSTOMER][NEUTRAL] Of this member ID any details available or not, could you check?
[AGENT][NEUTRAL] The member ID is 01967922.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But we do not have that data service and that is not our claim number. Our claim numbers are 7 numbers long.
[CUSTOMER][NEUTRAL] OK, I understand this uh claim number is incorrect, but member ID, could you check by your member ID if possible so.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I am under the member ID 01967922, and there is no claim for data service 13-2025 as of today.
[CUSTOMER][NEUTRAL] OK, no problem. May I know what is the effective and term date?
[AGENT][NEUTRAL] Policies effective [PII].
[AGENT][NEUTRAL] The policy is the policy is active.
[CUSTOMER][NEUTRAL] And found it
[CUSTOMER][NEUTRAL] What is Tom there?
[AGENT][NEUTRAL] There's no term date.
[CUSTOMER][NEUTRAL] OK, policy ID?
[AGENT][NEUTRAL] One moment, let me go into another screen just to verify.
[CUSTOMER][NEUTRAL] Uh sorry, payer ID I need payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, as you say, uh, you don't have a term ID, so currently policy is active.
[AGENT][NEUTRAL] One moment, I'm going into a different screen just to verify. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Looks like the policy termed 126-2025. There is no active coverage on file.
[AGENT][NEUTRAL] And there's no active policy. So this plan is termed as of [PII]. It was active at time of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, call reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. And [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, thank you so much for assisting me.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Same too bye bye.