AccountId: 011433970860
ContactId: ef9cfd5b-9231-478e-bbcc-f0db8fa34ac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228940 ms
Total Talk Time (AGENT): 101384 ms
Total Talk Time (CUSTOMER): 76397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/ef9cfd5b-9231-478e-bbcc-f0db8fa34ac9_20250122T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK, yeah, I could check a claim for you. Uh, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Got it and uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] It is 235-514-0.
[AGENT][NEUTRAL] All right, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the build amount or
[CUSTOMER][NEUTRAL] 688.
[AGENT][NEUTRAL] 688. OK, thank you one moment please.
[AGENT][NEUTRAL] OK, I'm sorry, just to confirm, this was, you said [PII] for $688?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm not showing that we have received a claim for that amount for this state of service.
[CUSTOMER][NEUTRAL] Let me ask you, when was the policy effective?
[AGENT][NEUTRAL] This effective date was [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] So it was active on this state of service. And can I ask you what the timely filing?
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] And can I ask you, um, what is your payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] And is the claim address [PII], what is the claim address?
[AGENT][NEUTRAL] It is PO Box 248,950.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And who does it go to? Does it go to American Republic commercial or who does it go to?
[AGENT][NEUTRAL] Uh, this is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it's [PII] and you guys don't accept that, correct?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] I do have a fax number, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that was [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And you do accept facts claims that will go to the attention of the claims department.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] Perfect. And is there a reference number for today's call, [PII]?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Well thank you and you have a blessed day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Yeah.