AccountId: 011433970860
ContactId: 1a20a73e-7a4d-448b-8ed4-825ffa9921e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318989 ms
Total Talk Time (AGENT): 102537 ms
Total Talk Time (CUSTOMER): 126812 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1a20a73e-7a4d-448b-8ed4-825ffa9921e2_20250325T17:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, are you?
[CUSTOMER][NEUTRAL] Yeah, I got a letter in the mail from you guys saying that we have received the claim on your policy and the review of the claim has been start. I haven't been to the doctor in over a year.
[AGENT][NEUTRAL] OK. Uh, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's that policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see if I can find you right now real quick.
[CUSTOMER][NEGATIVE] It literally does not have a policy number on it. The whole letter reads.
[CUSTOMER][NEUTRAL] We received the claim on your policy and review of the claim is started. Some cases additional information must be requested. Would that be on my card or something.
[AGENT][NEUTRAL] Uh, yes, sir. And you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] I'm on my card real quick in my wallet.
[CUSTOMER][NEUTRAL] OK, I got my policy number for you.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Would that be my policy certification number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is 01907.
[CUSTOMER][NEUTRAL] 877.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, 19038.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] What else did you need home address [PII].
[CUSTOMER][NEUTRAL] And then the email affiliated with it should be [PII].
[AGENT][NEUTRAL] I apologize. Say that one more time.
[CUSTOMER][NEUTRAL] The email address affiliated with it should be [PII].
[AGENT][NEUTRAL] At [PII]. OK.
[AGENT][NEUTRAL] And do you have a callback number in case our call drops?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and let me see.
[AGENT][NEUTRAL] And you typically letters are sent out like that if we've received the claim and it's in line for process, but let me see. Uh, looks like we received a claim for you on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] OSF Saint Anthony's Health looks like a for a facility charge.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for a data service of [PII].
[CUSTOMER][NEUTRAL] That was there then, but like I said, it's been over a year.
[AGENT][NEUTRAL] Well, we just received the claim on the [PII]. And so that is a letter that's usually sent out.
[CUSTOMER][NEUTRAL] Right, is this something that they've been like, I mean, OK, is this something that they've been like throwing at the wall trying to get you guys to pay or they just now finally getting to?
[AGENT][NEUTRAL] Well, sure, we just received this claim for the first time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just curious on it, so I should either be expecting a bill or nothing then, huh?
[AGENT][NEUTRAL] Well, I'm not sure, um, well, not until after the claim has been processed and any, uh, that's something you have.
[CUSTOMER][NEGATIVE] Right, so I'm either gonna get a bill or I'm not gonna get anything, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So it's just their slow billing department and that's all I was making sure of. I just, I didn't want any kind of, my, my phone number and had gotten stolen over the summer.
[AGENT][NEGATIVE] Oh no. Oh.
[CUSTOMER][NEUTRAL] So I had, there was a data breach at AT&T and I was just making sure I didn't have anything funky going on with my identity.
[AGENT][NEUTRAL] Oh no, I understand, but no, sir, if you've had that provider or had that data service and you're, you're good. It's just they just sent it, we just received the claim on the [PII], so it's in line for processing.
[CUSTOMER][POSITIVE] Alrighty well thank you very much. I appreciate you looking into it for me.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL, Mr. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][NEUTRAL] Bye.