AccountId: 011433970860
ContactId: f4222ea1-2a6f-4f5d-ba32-e9d90e1f0057
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157750 ms
Total Talk Time (AGENT): 54545 ms
Total Talk Time (CUSTOMER): 83394 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/f4222ea1-2a6f-4f5d-ba32-e9d90e1f0057_20250127T21:23_UTC.wav
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[AGENT][NEUTRAL] Calling API [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, um, I have no idea what company this is or why I'm getting anything from you guys, but it says I have a policy number and a reference number.
[AGENT][NEUTRAL] What's the reference number?
[CUSTOMER][NEUTRAL] 02258072, that's one of them I got well I got two of them the same thing.
[AGENT][NEUTRAL] And, and your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK. And what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, please don't call me that you don't know me and I don't know you. My name is Mrs. [PII]. Um, my telephone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the email address that we have on file for you.
[CUSTOMER][NEGATIVE] I have no idea because I don't even know what this company is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it's American Public Life.
[CUSTOMER][NEGATIVE] I, I have no idea who I can read, but I don't know what this company is. I have no idea what you're sending me anything.
[AGENT][NEUTRAL] OK. Did you have a job through a temporary agency?
[CUSTOMER][NEUTRAL] I, I, I don't know that this is.
[CUSTOMER][NEUTRAL] Uh, a long time ago, several years ago.
[AGENT][NEUTRAL] You're a temp service?
[AGENT][NEUTRAL] Yeah, so this policy was through a temp agency that you used to work for it termed in 22 TRC staffing services.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but it's no longer active.
[CUSTOMER][NEGATIVE] So why are they sending, why are y'all sending me something now?
[AGENT][NEUTRAL] What did you receive?
[CUSTOMER][NEUTRAL] Explanation of benefits and this has a
[CUSTOMER][NEUTRAL] Check date extension number, policy number, reference number insured and it says claim number claimant [PII] and then it says our records indicate that premium.
[CUSTOMER][NEUTRAL] I, I don't know what this is about because I'm lost. It's two different ones.
[AGENT][NEUTRAL] Yeah, it looks like the provider, Moses Cone Medical Services sent us a claim, so they may have sent it to the wrong insurance company if you have other insurance. So you'll need to get and the claim is for [PII], Mr. [PII]. So you would need to contact Moses Cone Medical Services. It looks like they may have sent it to the wrong insurance company for payment.
[CUSTOMER][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right, Ms. [PII], thanks for calling APL. If no other questions, have a good day.