AccountId: 011433970860
ContactId: 1ebd3886-1735-4cd5-98ad-38c613bd62db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337500 ms
Total Talk Time (AGENT): 144985 ms
Total Talk Time (CUSTOMER): 164564 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1ebd3886-1735-4cd5-98ad-38c613bd62db_20250509T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, I'm calling on behalf of Mr. [PII]. We had filed a, uh, hospital indemnity claim for him back on, uh, [PII], and I checked on my portal and I see that the status of it's processed because I did it through the APL portal because I know that's the fastest way usually to get attention to it and um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I just don't know what's going on with it because he's saying he hasn't been paid out for it and I just need to know what the status of that claim is and if there's no more information that's being needed um is that something you can help me with?
[AGENT][POSITIVE] Yes sir, I can help you with. May I please get your name?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and [PII], are you calling from the provider's office?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I mean not the provider's office we're the uh the broker that that services the account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, sir. And then what is the group number for [PII]?
[CUSTOMER][NEUTRAL] It should be um let me pull it up I think it's at 25054 but I just don't wanna I don't wanna lead you astray so give me.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] One second, ma'am, yes ma'am, it's that 25054.
[AGENT][NEUTRAL] OK let me look up that group real quick.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, [PII], and can you please um and you said you were calling from the broker's office, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's yes ma'am.
[AGENT][NEUTRAL] Can you please give me the brokerage name and um the email address?
[CUSTOMER][NEUTRAL] OS benefits and uh the email address there could be several there should be one that's [PII] I mean [PII] um there could be another one that's [PII] at CBSI Marketing um [PII] AOSPEO or any of those ringing bells? Awesome.
[AGENT][POSITIVE] You got it.
[AGENT][NEUTRAL] Yes, that's ringing bells. OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. And [PII], do you know [PII]'s policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I do. I actually have the confirmation number if that helps more, um, but I can give you that policy number. It's 213-8222.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you sir and then may I also get your phone number just in case our calls dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, of course, um, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Now, let me pull up his policy real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK and then um.
[AGENT][NEUTRAL] On your um information that you have well actually he only has one claim, so I know exactly what the claim number is.
[AGENT][POSITIVE] Let me look at that. Awesome.
[CUSTOMER][POSITIVE] Perfect, perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check and see what the remarks are on this claim.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so it's asking for information, um, and let me read you the remark in order to complete the processing of your claim, we need the itemized statements of services provided listing the charges, diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK, let me see if I have it. I'm pretty sure I, I do. Would I be able to, um, how would I get this information over I guess to to you or or the department that it needs to be? Do I just re upload it to the portal?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You can upload it to the portal portal sorry, the porter, you know.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] Got my tongue tied up or if you wanted to um fax it to us, you can fax it to us also.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Awesome. Would I need to put in a statement? Would I need to put his policy number and his name, or, or what, what should I title? OK, policy number and name. Perfect.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir and then let me give you the claim number that you can refer to if you want to put that on the information also it's 359.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] 4491.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect that'd be the claim number. Well, that is just perfect because I.
[AGENT][NEUTRAL] Do you want the
[AGENT][NEUTRAL] I'm sorry. Did, do you want the fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] No, no, no, you're good. I'm, I'm.
[CUSTOMER][NEUTRAL] Um, is that, is that fax number that [PII]?
[AGENT][POSITIVE] Yep, you got it.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much, man. You made this so easy. I really do appreciate your time, ma'am.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes ma'am, that is all you did excellent.
[AGENT][POSITIVE] OK, well thank you I appreciate that that's awesome to hear. I, I hope you have a wonderful weekend and thank you so much for calling APL, sir.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am I hope you stay blessed have a good one too bye.
[AGENT][POSITIVE] Thank you. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye.