AccountId: 011433970860
ContactId: 07198ea2-a033-47d4-9332-cc02fd5c62c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258238 ms
Total Talk Time (AGENT): 113693 ms
Total Talk Time (CUSTOMER): 64894 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/07198ea2-a033-47d4-9332-cc02fd5c62c2_20250411T18:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. I just made an inquiry on a specific bill and I was told that I needed to provide the meal with.
[AGENT][NEUTRAL] OK, um, we're needing a clarification on an EOB, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I can take a look at that for you um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is this for your individual policy, [PII]?
[CUSTOMER][NEUTRAL] I it's through my employer, yes.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] I am 0233, I'm sorry, starting over, 02323338.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we have on file for you. It looks like it's an [PII] account.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome thank you for verifying all of that, [PII]. OK, um, so on the EOB do you have the claim number?
[CUSTOMER][NEUTRAL] Well, it says 3400155. So I just called and they said the reason it was denied was because they needed the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it will be from my primary.
[CUSTOMER][NEUTRAL] And so I just uploaded it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Give me just a moment and I will see if we have received that.
[AGENT][NEUTRAL] OK, so you uploaded that through our uh portal?
[CUSTOMER][NEUTRAL] Mhm and you want the confirmation number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] O S C
[CUSTOMER][NEUTRAL] 96527
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Mhm. There we are, OK, so the policy number um that you gave me was of course the one that was active during that date of service however you do have a new policy number that is currently active and so that's where I see it being reflected um but of course that will be sorted they'll be able to they'll know where that goes. So I do see that we have received that, um, and it is in line for processing. It can take about 7 to 10 business days for claim information to process.
[AGENT][POSITIVE] It may not take quite that long um but that's probably gonna be the safe, you know, estimate and of course you can check the status on the website or you're more than welcome to give us a call to check on it any time you'd like.
[CUSTOMER][NEUTRAL] So within 2 weeks they should have payment.
[AGENT][MIXED] Uh it should absolutely be processed within 2 weeks, yes, um, 7 to 10 business days, but again it doesn't generally take quite that long.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, not today. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APLO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank