AccountId: 011433970860
ContactId: ebae4550-30f9-4421-b9d6-7bf727ffe898
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311769 ms
Total Talk Time (AGENT): 103142 ms
Total Talk Time (CUSTOMER): 85152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ebae4550-30f9-4421-b9d6-7bf727ffe898_20250527T13:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Calling for a claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII] Last name is [PII]. Callback number [PII].
[AGENT][NEUTRAL] OK, and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Do gloves.
[AGENT][NEUTRAL] OK, may I have the first member's policy number?
[CUSTOMER][NEUTRAL] It is 018688872.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Day of service will be [PII].
[CUSTOMER][NEUTRAL] And the amount is $735 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not showing a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] Alright, just a moment, let me just verify the address where we submitted.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Alright, so uh the address is.
[CUSTOMER][NEUTRAL] Amera [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Wait, the phone is going in and out?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And did you say a Mary plan?
[CUSTOMER][NEUTRAL] Amera [PII]
[AGENT][NEUTRAL] Right, but this is American Public Life.
[CUSTOMER][NEUTRAL] OK, what is the correct address?
[AGENT][NEUTRAL] So for American Public Life APL, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, and that's APL claims department.
[AGENT][NEUTRAL] Our payer ID is 60.
[AGENT][NEUTRAL] 80
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] All right, uh, thank you. May I know the call reference number?
[AGENT][NEUTRAL] The call reference number for the entire call is going to be my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Alright, so, and the member is active and eligible for the date of service, right?
[AGENT][NEUTRAL] Yes, hold on one moment. Let me get you the dates.
[AGENT][NEUTRAL] The policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you for your assistance you have a great day.
[AGENT][NEUTRAL] You're welcome. Did you, you said you had two claims. Was that all you needed or was there anything else I could assist you with?
[CUSTOMER][NEGATIVE] Uh, I had both the claims with the same issue and for the same member.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, all right.
[CUSTOMER][NEUTRAL] So, uh, I, I need to drop the claim on correct address, I think so right.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APO Paul. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.