AccountId: 011433970860
ContactId: fba1da1b-56c2-411e-acfa-95853d855746
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259940 ms
Total Talk Time (AGENT): 98487 ms
Total Talk Time (CUSTOMER): 84067 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fba1da1b-56c2-411e-acfa-95853d855746_20250610T18:23_UTC.wav
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[AGENT][NEUTRAL] [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I have a question. I have an AP of card, um, insurance, but I didn't sure about. I didn't know I had it. Do I can, can I, um, get reimbursed for, um,
[CUSTOMER][NEUTRAL] The bills I had before.
[AGENT][NEUTRAL] I don't have to pull your information in this type of policy you have. May I please have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have what number?
[CUSTOMER][NEUTRAL] Sorry, um, could you say that again?
[AGENT][NEUTRAL] May I have a call back number?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number listed on the card?
[CUSTOMER][NEUTRAL] Uh, can I give you my date of birth?
[AGENT][NEUTRAL] I would either have to have the policy number or your social.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK, OK, so I'll give you the um social it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you said it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I do need to verify your date of birth and the mailing address listed on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And we do have an email address listed. Could you verify that for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, [PII], for verifying your policy. You were trying to see if you can get reimbursed for some claims.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, um, like, like my copays, I have a lot of copay. I didn't, I didn't know I have, um, the gap insurance from my job, so, um, I was wondering if I could submit my receipt and get my money.
[AGENT][NEUTRAL] OK. And these for office visits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see if you do have that office visit benefit writer.
[AGENT][NEUTRAL] So in regards to your policy, verification of coverage does not guarantee the payment of the claim. Now for the office visit fee, it doesn't look like you have the office visit fee benefit rider, but if you had a procedure or anything rendered within that office setting, then you do have that benefit writer, but we will pay up to the deductible coinsurance or co-pay.
[AGENT][NEUTRAL] For the procedure rendered within an office setting.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, so it doesn't it it doesn't cover like um co-pay, right?
[AGENT][NEUTRAL] Correct. So if you go to the office and they say that you do have a co-pay for that office visit, this policy doesn't cover that. But if you just say, for instance, you had some blood drawn or something that day, and that your primary insurance did apply it to your deductible, coinsurance or co-pay for that procedure, then you do have coverage for that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's all for today.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][NEUTRAL] Bye.