AccountId: 011433970860
ContactId: 1758567a-7575-4179-a3e8-738262eb2d6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213259 ms
Total Talk Time (AGENT): 87156 ms
Total Talk Time (CUSTOMER): 66896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/1758567a-7575-4179-a3e8-738262eb2d6a_20250124T20:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] because I'm looking for claim status.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII]. It's direct line, no extensions.
[AGENT][NEUTRAL] OK, thank you. [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] Policy it's 02138724. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you, [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Member name is
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Member [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What's that data service and build amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is uh [PII] and the total charge amount is uh $12,866.50.
[AGENT][NEUTRAL] OK, have y'all received any correspondence for this claim?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You haven't received any correspondence?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, so we've received this claim twice.
[AGENT][NEUTRAL] The first claim, the claim number is 3496044.
[AGENT][NEUTRAL] It was received on [PII].
[AGENT][NEUTRAL] Processed [PII] and it denied missing the primary insurance EOB.
[CUSTOMER][NEUTRAL] One quick moment. So the claim of received [PII] and the process could be taken the process date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. I need primary you will be, right?
[AGENT][NEUTRAL] Primary EOB is needed, yes, sir.
[AGENT][NEGATIVE] And then we received it again and it did not as a duplicate because we're still missing the primary insurance EOB.
[CUSTOMER][NEUTRAL] OK, so who's the primary?
[AGENT][NEUTRAL] You will have to contact the insured for that information.
[CUSTOMER][NEUTRAL] So you don't know the primary. So, OK, fine. If you, if you have a primary for what mailing address we have to send it.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is a secondary supplemental policy, so it cannot be primary.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your assistance and have a nice day. And uh before that, may I know the reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name [PII], and today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much for your service and have a nice day. Happy weekend.
[AGENT][POSITIVE] OK, well thanks for calling APL. You have a great weekend as well. Bye bye.
[CUSTOMER][NEUTRAL] Right.