AccountId: 011433970860
ContactId: 0be9d7cc-aacc-4b1b-bc70-c00802496d94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261260 ms
Total Talk Time (AGENT): 68576 ms
Total Talk Time (CUSTOMER): 176059 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/0be9d7cc-aacc-4b1b-bc70-c00802496d94_20250529T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, um, this is [PII] and um I am calling in reference to claims I filed and some information that was also, um, let's see, let me get the claim I mean my account number. I have to let's see.
[CUSTOMER][NEUTRAL] It's under.
[CUSTOMER][NEUTRAL] [PII] and Scott [PII], [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The account number.
[CUSTOMER][NEUTRAL] I'm sorry. I've been making a bunch of calls and.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] See, OK, it is.
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] Supposedly I have everything written down that I need in front of me. OK, the policy number is
[CUSTOMER][NEUTRAL] 02088763
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And let's see what else did you say? Email?
[AGENT][NEUTRAL] Um, just your email, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Thank you for that and all the, oh, I already gave that, and you said that you need, you had questions about the claims?
[CUSTOMER][NEUTRAL] Well, I have been working on some claims and um y'all were needing to give it was for my husband Scotty and y'all were needing to get itemized that uh EUB let's see what's that called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Explanation of benefits.
[CUSTOMER][NEUTRAL] No, no, no, the E.
[CUSTOMER][NEUTRAL] EUO4 or EBO4 from the hospital? UB, yes. And they, day before yesterday, they said they faxed everything to you. And I had them on the phone, they called me right back and said I faxed everything. And I just wanted to make sure that y'all actually received that fax.
[AGENT][NEUTRAL] You bill for the itemized bill. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had to follow up on, I mean, can you, and see if you can tell it, I mean, she said it would, I think I had talked to [PII] before and she said that whenever they send it, you know, that, that it would be acknowledged.
[CUSTOMER][NEUTRAL] You know, that probably that same day, but I just want to make sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so yes, it looks like we did receive documents on [PII]. Um, they came in, they are in line for processing, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But, but yes, I do see that there are some documents that came in for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That's mainly, that's mainly what is, what I wanted to see. I'm going to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, I'm gonna be out of town, but I was gonna need to file another claim, and I just wasn't sure, um, until you had those, uh, they said there wasn't a time limit, so I'm not gonna worry about the next, I'm gonna try to get this part resolved and then I'm gonna go to the next client. So, but it took me 2.5 months to get those sent to you. So I just, that's why I'm just following up to make sure they really did send them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, well, there, like you said, there is no timely filing, so whenever you send them in, we'll just go ahead and process.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] OK, OK, well thank you so much. At least I can cross that one item off my list.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. That's all.
[AGENT][POSITIVE] Alright, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.