AccountId: 011433970860
ContactId: 13a19cf8-6b13-4706-aea8-1f90a816f5ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225779 ms
Total Talk Time (AGENT): 104648 ms
Total Talk Time (CUSTOMER): 105645 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/13a19cf8-6b13-4706-aea8-1f90a816f5ab_20250128T22:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, my name is [PII]. I just came home and I find, um, well, it says this is not a bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but is, uh, I don't know, I would like to know a little bit more about this, uh, which information you need so you can help me with that claim number?
[AGENT][NEUTRAL] Um, no. Let me have um your um callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], you're coming in a little bit in and out. Um, can you repeat your last name? I didn't get the last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And um do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it's um 02343220.
[AGENT][NEUTRAL] OK. Thank you. One moment. Let me pull this information.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, my, my mailing address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] Mm thank you [PII]. All right. And you said you received a letter saying this is not a bill, so it looks like you received uh one of our explanation of benefits, um, and this was for a date of service.
[CUSTOMER][NEUTRAL] No, no, it's.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] For date of service [PII] for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK, um, so we send a copy. That's your copy. We send a copy to you and one for months and I, um, indicating that we received a claim, um, but it was incomplete. Um, we need the copy of the explanation of benefits from the primary insurance to continue the processing of this claim. So right now we're just waiting for um some months and I to send us the primary EOB information so we can reprocess the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, you know, it's uh, it's not the first time my mom's side likes a little bit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Tricky, but OK, perfect. Thank you very much, huh?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You're welcome. Yes, and we're just gonna wait for them to send this information. If you wanna check back with us and see if we got it, you can check back. uh I will say, um, give it about a couple of days to see if they will send it in, OK?
[CUSTOMER][POSITIVE] Yeah I will I will.
[CUSTOMER][NEUTRAL] So what, what you need uh is the primary insurance?
[AGENT][NEUTRAL] Yes, the primary insurance explanation of benefits.
[CUSTOMER][POSITIVE] OK. OK. Thank you very much.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I'm gonna help you with today, for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I'm gonna call the insurance to see what's going on. OK, thank you very much.
[AGENT][POSITIVE] All right, I see. You're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome.