AccountId: 011433970860
ContactId: eac21ab5-cb1c-4605-8679-fcba84b7b891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342339 ms
Total Talk Time (AGENT): 117038 ms
Total Talk Time (CUSTOMER): 149164 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/eac21ab5-cb1c-4605-8679-fcba84b7b891_20250327T13:46_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, good morning. Um, I'm calling because I have an appointment today with dermatologist. Um, my co-payment is $100. Um, I have the gap it's supposed to cover, but they said that I need to pay first, which I did it. I paid, and I need to claim a reimbursement you. I'm calling for that.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, um, the policy number is.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that is our payer ID. It should say inpatient or outpatient.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't have policy number and.
[CUSTOMER][NEUTRAL] Group number, oh, I'm sorry, I'm I'm sorry, outpatient, yes, it's 02.
[CUSTOMER][NEUTRAL] 556
[CUSTOMER][NEUTRAL] 07
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] M as in mom.
[CUSTOMER][NEUTRAL] L. 8
[AGENT][POSITIVE] Thank you. May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my group number is 22698.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] I'm say it again.
[AGENT][NEUTRAL] A callback number?
[AGENT][NEUTRAL] A good callback number, your telephone number?
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Yes, uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, my address is [PII], um.
[CUSTOMER][NEUTRAL] [PII] and what else?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So, to file a claim, you would need 3 items to submit.
[AGENT][NEUTRAL] You will need your itemized bill from the provider.
[AGENT][NEUTRAL] You would need your primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would need a claim form, which you can obtain online at [PII]. You would use the Medlink claim form.
[AGENT][NEUTRAL] To submit your claim.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Alright, so it's possible you can send me this info um to my email address, please?
[AGENT][POSITIVE] Yes, I can do that.
[AGENT][NEUTRAL] OK, and it did not say online. I'm sorry, can you repeat your email address and I'll email it over to you.
[CUSTOMER][NEUTRAL] Yes, it is. I'll spell it to you. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So I got [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so both of the Ts should be C.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] It's [PII]. [PII]
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, my, my last name is [PII].
[AGENT][NEUTRAL] Got it. OK. So I will email you this claim form over and at the bottom of the email, it gives you the link where you can register your account online and you can submit the claim there as well.
[CUSTOMER][POSITIVE] Thank you I appreciate your help.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No thank you so much have a great weekend.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. You have a great weekend as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.