AccountId: 011433970860
ContactId: ea83ca81-bcb3-4999-94fe-f2324bb5e563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345899 ms
Total Talk Time (AGENT): 109361 ms
Total Talk Time (CUSTOMER): 121866 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ea83ca81-bcb3-4999-94fe-f2324bb5e563_20250304T15:57_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just trying to get some assistance with a bill.
[CUSTOMER][NEUTRAL] Um, like a lab work deal.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] Uh last name is [PII] First name is [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, for the bill?
[AGENT][NEUTRAL] No, for your policy with our company.
[CUSTOMER][NEUTRAL] Um, I don't have it on me, no, ma'am.
[CUSTOMER][NEUTRAL] Hold on, I'm me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the name of the company?
[AGENT][NEUTRAL] American Public Life or APL?
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] I may have that.
[CUSTOMER][NEUTRAL] Yeah, I got it. And you said what's the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 02.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 02537822
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, birth is [PII]. Mailing address is uh [PII].
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. And you say you received a bill for lab charges?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, do you have the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, date of service was on November.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, give me one moment to see if you received any claims.
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure the name of it.
[CUSTOMER][NEUTRAL] I got the bill number.
[CUSTOMER][NEUTRAL] And then the doctor who did the, uh, who did the lab.
[AGENT][NEUTRAL] OK, because I don't show we received a claim for that data service. We received one for [PII] for looks like an office visit and uh another for, give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, [PII]. We hadn't received any claims for any life charges.
[CUSTOMER][NEUTRAL] OK, is this through the uh.
[CUSTOMER][NEUTRAL] I don't know the name of the place that I went to.
[AGENT][NEUTRAL] Looks like Healthcare, medical, and anesthetics.
[CUSTOMER][NEUTRAL] Aesthetic.
[CUSTOMER][NEUTRAL] Uh, I'll have to call her to.
[CUSTOMER][NEUTRAL] Find out what's uh what's the name of the business.
[AGENT][NEUTRAL] Yes, sir. I will say contact that provider and you can let them know that your insurance has not received the claim.
[CUSTOMER][NEUTRAL] So just what moves forward.
[CUSTOMER][NEUTRAL] OK, is this something that you guys will be taking care of, or is this something I gotta keep coming out the pocket on?
[AGENT][NEUTRAL] Well, with your policy you have with us, it doesn't cover lab charges.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Like you have benefits for inpatient confinement, um, office visits or outpatient services like ER, urgent care, physician's office, or clinic. You have wellness benefits if it's those charges are relation to wellness, and you have diagnostic and surgery.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so if it's towards the wellness you gotta take care of that, right?
[AGENT][NEUTRAL] If it's wellness, you do have a wellness benefit under the plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like I said, you can let the provider know that we have not received the claim.
[CUSTOMER][NEUTRAL] OK, well that was, that's what it'll be.
[CUSTOMER][NEUTRAL] OK, alright, well I'll go ahead and give her a call and.
[CUSTOMER][NEUTRAL] And uh try to get this here squared away.
[CUSTOMER][NEUTRAL] Um, and is it, is it a reason why it's not showing up on you guys' end?
[AGENT][NEGATIVE] We hadn't received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK alright well let me try to see if I can reach out to her and.
[CUSTOMER][NEUTRAL] And go from there, ma'am.
[AGENT][NEUTRAL] OK. Um, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, that'll be it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome