AccountId: 011433970860
ContactId: 0b53b29e-7f43-4582-a559-b529026293a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437160 ms
Total Talk Time (AGENT): 198202 ms
Total Talk Time (CUSTOMER): 103951 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0b53b29e-7f43-4582-a559-b529026293a6_20250106T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] and I got an explanation of benefit with a request for additional information and I want to verify what information it is it's been needing.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely, um, do you have your policy number handy and we can take a look at that?
[CUSTOMER][NEUTRAL] It's 9 HD 191747.
[AGENT][NEUTRAL] All right. And Ms. [PII], do you mind if I also go ahead and get that claim number?
[CUSTOMER][NEUTRAL] Uh, the claim number is 353-730-4.
[AGENT][POSITIVE] OK perfect thank you thank you. Give me just one moment to get everything pulled up my friend.
[CUSTOMER][NEUTRAL] It has a it has a reference number also if you need it.
[AGENT][NEUTRAL] Um, I, I'll let you know, yeah, if I'm needing another number, my friend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I think I'm able to find.
[AGENT][NEUTRAL] That EOB actually came up on my side and then one second while I get your policy loaded.
[AGENT][NEUTRAL] And Ms. [PII], would you mind verifying for me your date of birth, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Wonderful. And I do just have to verify some additional information to get started. If you don't mind verifying for me your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And then just 2 more things, the phone number on file and the email on file if you can.
[CUSTOMER][NEUTRAL] Uh, [PII] is the phone number and the email [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. Thank you so much for going through that verification with me. And is that a good number to call you back if we got disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And looking at that EOB let's see what we need.
[AGENT][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] That's silly because it just doesn't say it just says additional information needed to complete. What I'm gonna do is I'm gonna put in a request um for a claims examiner to be able to give you a call back if you don't mind hanging tight with me just one moment while I get that filled out for you.
[CUSTOMER][NEUTRAL] It says operative report, but I don't, I mean, I, I've sent everything in surgery notes and I don't know whether there's a, a special report.
[CUSTOMER][NEUTRAL] Or what that they're needing on the uh what it looks like is the bypasses that they didn't pay on.
[AGENT][POSITIVE] OK, yeah, let's get somebody who's processing those claims to reach on out because they're gonna know exactly what they're looking at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Alright, my friend, just hang tight with me one second. This does not take too long.
[AGENT][POSITIVE] Are you having a great new year so far?
[CUSTOMER][NEUTRAL] So far, yeah.
[AGENT][POSITIVE] Good. Glad to hear that.
[CUSTOMER][POSITIVE] I choose it to be great.
[AGENT][POSITIVE] It's gonna be great, yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have any crazy weather where you're at?
[CUSTOMER][NEUTRAL] Uh, it's, uh, she like there is 5 below right now.
[CUSTOMER][NEUTRAL] It's 6, 17 degrees in the city.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Are you in a
[AGENT][NEUTRAL] Yeah, um, I'm actually a little north of [PII] City is where I live, but it is, it's cold.
[CUSTOMER][NEUTRAL] Yeah, did you, did you get no?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We got like a dusting, but no, not really. It just like light patches you can see where it kind of dusted and then frosted over overnight.
[CUSTOMER][NEUTRAL] It's the shock factor to the warmer weather we were having.
[CUSTOMER][POSITIVE] And seely warm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I
[AGENT][NEGATIVE] I grew up in the Northeast, so [PII] and [PII], and you'd think I'd be used to the cold, but like, I'm not. I don't like it. I left it for a reason and
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Man, oh man.
[AGENT][POSITIVE] Um, but I'm just grateful that we really only get 8 weeks of like cold weather instead of, you know, 6 months.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's part of your mental health and in the cold that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Miss [PII], do you know?
[AGENT][NEUTRAL] What is it the same number that one we had on file is the number you'd like someone to call you back on to explain what we're looking at is that right?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will make sure that's the number I include for them.
[AGENT][NEUTRAL] All right, Ms. [PII], I did put that request in for somebody on our claims department to reach out to you and to hopefully get back to you with further information. Typically that turnaround time is 24 hours. You should hear back from someone today, but if not by tomorrow morning before [PII].
[CUSTOMER][NEUTRAL] I mean if and if they have to send an email with details that's fine too so whatever. I just need to know what it is that they're needing now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. I will actually update that and I'll let them know that they are good to email. They might choose not to because our email is not secured, but I'll let them know that that they can if they do want to, OK, my friend?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, perfect. Thank you, thank you so much. And if there's anything else we can do for you here, um, please let us know.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] And what was your what was your name?
[AGENT][NEUTRAL] My, yes, it's [PII]
[CUSTOMER][POSITIVE] OK. All right, thank you, [PII].
[AGENT][POSITIVE] Yes, it's my pleasure. Thank you for giving us a call and we'll talk to you soon.
[CUSTOMER][POSITIVE] Alright thanks bye.