AccountId: 011433970860
ContactId: 05171249-0d3d-470c-8ce5-076b61a28853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191259 ms
Total Talk Time (AGENT): 86024 ms
Total Talk Time (CUSTOMER): 89377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/05171249-0d3d-470c-8ce5-076b61a28853_20250130T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I have a quick question. I received like um report of benefits or something, but I don't recognize the provider of service, so maybe you can help me clarify what is this about?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. Go ahead and give me your name and your policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I have the claim number right here, policy number 02444813.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, Ms. [PII]. Now go ahead and verify your date of birth and address for me, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. And the address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, Ms. [PII], thank you so much for all that information. Now you did say you have that claim number. Go ahead with it, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, I have the claim number and it's 3554464. And there is another one.
[CUSTOMER][NEUTRAL] 3554469 coming from the same group.
[AGENT][NEUTRAL] OK, let me look it up then. Let's see what these bills are from.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, looks like the um 4464 was for an office visit to Vital MD.
[AGENT][NEUTRAL] Group. Did you go to the doctor on [PII]?
[CUSTOMER][NEUTRAL] But that was to [PII]
[AGENT][POSITIVE] Yes, that's right. That, that's, that's where this is from, yes.
[CUSTOMER][NEUTRAL] Oh, OK. But I don't understand why they billed the whole thing to you and not to United and then the, the deductibles to you, which is usually the case, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, and it looks like they've sent us a bill, but they, they did not send the primary EOB with it, so we've asked them for that. But yes ma'am, that, that's where that bill is, ma'am.
[CUSTOMER][NEUTRAL] OK, so you already requested for them to send that to the Premier Insurance.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] And then send the the doctoribles to you. Oh, so I don't have to call them or do anything yet.
[AGENT][NEUTRAL] Right, yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. No, ma'am. There's nothing that you need to do. We're taking care of that for you, OK?
[CUSTOMER][POSITIVE] Oh, you're wonderful. Thank you. I love hearing that.
[AGENT][NEUTRAL] Oh yes, ma'am. And is there anything else that I can answer for you today, [PII]?
[CUSTOMER][POSITIVE] No, that was perfect. Thank you so much for your help.
[AGENT][POSITIVE] Well, yes, ma'am then and thank you for calling APL [PII] and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.