AccountId: 011433970860
ContactId: fd5c3ac3-0e45-49a4-9e18-ad684c5fb005
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439630 ms
Total Talk Time (AGENT): 224125 ms
Total Talk Time (CUSTOMER): 177750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/fd5c3ac3-0e45-49a4-9e18-ad684c5fb005_20250219T20:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I'm looking at billing if you wanna take my claim number.
[AGENT][NEUTRAL] All right, Mr. [PII]. Mhm.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] 354.
[CUSTOMER][NEUTRAL] 5992
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] And is this a health insurance?
[CUSTOMER][NEUTRAL] This American public life.
[AGENT][NEUTRAL] It is American Public Life, yes, sir.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEGATIVE] So you're taking my money monthly.
[CUSTOMER][NEUTRAL] And I've got some medical bills and the way it sounded that they were not under contract with you or something so I've got UBO4 forms.
[CUSTOMER][NEUTRAL] And I've got, I was at 3 emergency visits in July of last year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I have to send you these forms?
[AGENT][NEUTRAL] Yes, sir. Um, let me just, if you don't mind, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII] is this got anything to do with the NovaCare?
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] No, sir, it doesn't. Um, we are with American Public Life. You have a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna look at that claim. Can we go ahead and verify your information, please, sir, and let's see what's going on for you, OK? What is your.
[CUSTOMER][NEUTRAL] What do you want for for information?
[AGENT][NEUTRAL] What is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] And this
[CUSTOMER][NEUTRAL] The letter was received by me from you [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. I can help you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and I have a Gmail address on file. Can we verify that to make sure we have it correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] Yes sir, if you have the UBO4 form for each data service, you can fax those to us or we do have an online portal and I can help you create an account. You can just upload them on your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All I've got is a phone and I don't know how to upload that.
[AGENT][NEUTRAL] OK, um, you can fax those to us or mail them to us either way.
[CUSTOMER][NEUTRAL] So could I like take, do you know, technology-wise, can, OK, I got an Apple 12. Can I photo this?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And upload it and mail it to you that way, text it to you or something.
[AGENT][NEGATIVE] Actually, um, it doesn't work very well on the phone sometimes it's not legible.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you had an iPad or um desktop.
[CUSTOMER][NEUTRAL] Fax machine
[AGENT][NEUTRAL] Fax machine you can fax them to us, yes, sir.
[CUSTOMER][NEUTRAL] How about
[CUSTOMER][NEUTRAL] What's the number that I would fax them to you?
[AGENT][NEUTRAL] You can fax it to our claims department at 877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that comes straight to our claims department.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] So I'll fax everything that I've got for those 3 days.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yes sir, please get those to us so we can get this um reconsidered for benefits and the benefits if anything is payable should come directly to you.
[CUSTOMER][NEUTRAL] I would get a check from you guys to send to them.
[AGENT][NEUTRAL] Yes sir, if you submit the claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] It's been my pleasure. Now, also, if you still owe them, Mr. [PII], you can.
[CUSTOMER][NEUTRAL] Do you have a
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is there uh OK, this is the fax number. Do I have to title that to somebody or anything like that or who am I sending it to?
[AGENT][NEUTRAL] You can just put your name and your policy number. I, your policy number if you have that explanation of benefits that letter from us. Your policy number is the reference number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Where the heck is the reference number?
[AGENT][NEUTRAL] So it, it should be right above your claim number or right below the claim number.
[AGENT][NEUTRAL] Or if you want to, you can just put additional information for claim number 3549992. You can, that would, you can put that on the cover sheet.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] So then this was something here it said uh the charges submitted are not payable because services were rendered prior to the policies so that's for something else, that one.
[AGENT][NEUTRAL] That [PII], your policy was was not active then, but it's began at um it was active on [PII] so that rest of those dates of service from July and then one from October.
[CUSTOMER][NEUTRAL] There's no
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Those would be eligible.
[CUSTOMER][NEUTRAL] So that reference number, would the policy number and reference number be the same for stuff that was done in July?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Yes, sir, the policy number and the reference number is the same, but you can on that cover sheet if you'll just put additional information for claim number 354.
[AGENT][NEUTRAL] 5992.
[AGENT][NEUTRAL] And then your policy number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And that would
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Additional information.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 354.
[AGENT][NEUTRAL] Mhm. 5992. That's the claim number you gave me.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] That's the same number I gave you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, OK. I see, I see, I see.
[AGENT][NEUTRAL] Mhm and then that will let them know that you're sending in that additional information for the claim that you submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. I guess I'm gonna have to leave it at this.
[AGENT][POSITIVE] It's been my pleasure and we'll be happy to um continue processing the claim on once we can get that information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's been a pleasure to assist you, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Bye-bye. Have a good day.
[CUSTOMER][NEUTRAL] Mm not at this time.
[AGENT][POSITIVE] Well, thank you for calling. I hope you have a wonderful afternoon. Stay warm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.