AccountId: 011433970860
ContactId: feb99a1c-fef1-441b-bee3-08a98af8e70d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358970 ms
Total Talk Time (AGENT): 117596 ms
Total Talk Time (CUSTOMER): 119302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/feb99a1c-fef1-441b-bee3-08a98af8e70d_20250513T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello. Um, they said, uh, this is [PII] and the initial is uh [PII]
[CUSTOMER][NEUTRAL] Can you tell me the name once again?
[AGENT][NEUTRAL] Uh, my name is [PII]. This is American Public Life.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. Uh, I just wanted to know the general claim status.
[AGENT][NEUTRAL] OK, yes, I can check on a claim for you, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you and uh what was that policy number please?
[CUSTOMER][NEUTRAL] The policy is 2198572.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, her name is uh uh name is uh [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, uh, [PII] and then, uh, what was that bill amount please?
[CUSTOMER][NEUTRAL] Uh, wait for a few seconds just I'm fixing the data.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's $1,232.07.
[AGENT][NEUTRAL] OK, uh, just to confirm that was [PII] for $1,232.07 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received any claims for that date of service for this number, [PII].
[CUSTOMER][NEUTRAL] To verify the policy number 2198572.
[AGENT][NEUTRAL] Yes, that is the policy I am looking at. We've not received a claim for that date of service for this number.
[CUSTOMER][NEUTRAL] Uh, can you tell me the eligibility?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Eligibility
[AGENT][NEUTRAL] Uh, yes, so the policy's effective date, yes, the effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] I'm asking for eligibility.
[CUSTOMER][NEUTRAL] June
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got a mailing address, fax number and a payer ID I can give you if you'd like, [PII].
[CUSTOMER][NEUTRAL] After that,
[CUSTOMER][NEUTRAL] Can you tell me the termination date?
[AGENT][NEUTRAL] There is no term date it is currently active.
[CUSTOMER][NEGATIVE] It's not active.
[AGENT][NEUTRAL] It is currently active, yes.
[CUSTOMER][NEUTRAL] Oh, currently it is
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Its currently active. OK. Uh.
[CUSTOMER][NEUTRAL] Mail, I'm, uh, uh, tell me the mailing address.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me, uh, tell me the timely filing PFL?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEGATIVE] No timely, no, OK.
[CUSTOMER][NEUTRAL] Uh, uh, then provide me the reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is A. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] even
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's KAR.
[AGENT][NEUTRAL] Yes my name is spelled it's uh [PII] Alpha [PII] last initial [PII].
[CUSTOMER][NEUTRAL] OK. And, and today's dead now, it's 5.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 5 13 2025.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Got it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then. Thank you so much for helping me.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day and bye bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.