AccountId: 011433970860
ContactId: 18502df8-e039-44f4-a750-2c5c7e16f213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263480 ms
Total Talk Time (AGENT): 101589 ms
Total Talk Time (CUSTOMER): 116060 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/18502df8-e039-44f4-a750-2c5c7e16f213_20250320T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to call um on a claim to get a couple of questions about what I need to do.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02528985
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Email address is [PII]. Address is [PII], and my phone number is [PII] is that what you? Oh, date of birth [PII].
[AGENT][NEUTRAL] Yeah, date of birth.
[AGENT][NEUTRAL] OK, no problem. All right. And uh you said you have questions about claims?
[CUSTOMER][NEUTRAL] But yes, the claim that was just paid, um, I noticed that they had paid the 10,000 which is great, but there were, um, they paid all of the, the radiation treatments through the [PII], which it looks like on the itemized bill that I sent in that's all that had been actually processed through my.
[CUSTOMER][NEUTRAL] Insurance as of that date that I send it in and then the radiation from [PII] to [PII] it said um it had a remark that I just needed to send in the EOBs so if I print out all those EOBs for those dates of service, will they pay the rest of it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, yeah, let me check and see, let me check your benefits really quick, OK?
[CUSTOMER][NEUTRAL] Uh-huh, because I think it's a $15,000 benefit and they've only paid like $10,000 something.
[AGENT][NEUTRAL] OK. OK. Yeah, I'm just gonna wanna check on that just to make sure that, um, yeah, uh, it's gonna be one more minute. I'm waiting on the documents to pull up for your benefits, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it's 15,000. Yeah, that is correct. Yes, and you can go ahead and submit um the rest of the explanation of benefits so we can pay the rest of it, OK.
[CUSTOMER][NEUTRAL] OK, do I need to, uh, do I just add it to the claim that just got paid or do I start a new one?
[AGENT][NEUTRAL] Start a new one. It will not let you add to it because it's already been processed, so you just go ahead and send it as a new one we'll go ahead and put all everything together once we get it, we'll go back and check the dates, OK?
[CUSTOMER][NEUTRAL] Just, just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so do I need to send this ledger again? Probably just go ahead and send that so they can see that what was paid from before and then the EOBs with it.
[AGENT][NEUTRAL] You can if you want to, but it is not necessary, uh, we just need the ELBs.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Oh OK perfect well I will get those uploaded today thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, you're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no, do I need to file another one of those claim forms? Do I need to do that again as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No. No. No. No, you just send in additional information, so you just stay obese is fine, OK?
[CUSTOMER][NEUTRAL] OK. No, I don't, just the ELBs. OK.
[CUSTOMER][POSITIVE] Perfect. OK, I'll get that done. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mm. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Yeah