AccountId: 011433970860
ContactId: 232daf01-dd61-47a8-a38b-4d9ab743fe0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331450 ms
Total Talk Time (AGENT): 85054 ms
Total Talk Time (CUSTOMER): 133268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/232daf01-dd61-47a8-a38b-4d9ab743fe0b_20250219T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling from a provider's office. I'm trying to find out some information about a claim.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yep, it's [PII] and that's direct.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number would be.
[CUSTOMER][NEUTRAL] Uh, let's see. D as in David.
[CUSTOMER][NEUTRAL] Uh, let me make this a little bigger one.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have her social?
[CUSTOMER][NEUTRAL] Uh, I don't think I do. I was just transferred from 90 degree benefits for BIC plan that she's under, saying that she was APL. Uh, hold on one second.
[AGENT][NEUTRAL] OK. What, whose name is the policy in?
[CUSTOMER][NEUTRAL] The policies in [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] How does she spell that?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. [PII] Last name is [PII].
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, I'll try to look it up by the name. Hold on one moment.
[CUSTOMER][POSITIVE] Alright, appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh, there's a bunch of [PII]'s. What state does she live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All of these are [PII].
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] Uh, let me look right now.
[CUSTOMER][NEUTRAL] Uh, yes, I do.
[AGENT][POSITIVE] OK. That's great.
[CUSTOMER][NEUTRAL] 2, OK, 2.
[CUSTOMER][NEUTRAL] [PII]. Yeah, we kind of moved away from those recently.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is on a medical policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was her date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're needing claim status?
[CUSTOMER][NEUTRAL] Yeah, actually I do see where a claim partially paid, but I'm not understanding what happened with the other services.
[AGENT][NEUTRAL] OK, what date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, hold on just a second. Let me see if I can tell what the benefit is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It doesn't matter what they have done in that doctor's office. All we pay is $100 per office visit 4 times per calendar year.
[CUSTOMER][NEUTRAL] OK, 4 times per calendar year for the work is it? OK.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] For each visit.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK, so let's see, that should be able now on the could you send me a more standard now I'm pulling, can you see me, send me via email or or fax a copy of the EOB or do you guys provide that?
[AGENT][NEUTRAL] Yes, I can fax it to you. We can't email because it's not secure enough, but I can fax it to you.
[CUSTOMER][POSITIVE] Great, and it would be my same number, the 678.
[CUSTOMER][NEUTRAL] 722.
[CUSTOMER][NEUTRAL] 3234 and it'll come over as a fax.
[AGENT][NEUTRAL] So it is
[AGENT][NEUTRAL] It, it's the same as your, um, phone number?
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK, I'll fax it to you.
[CUSTOMER][NEUTRAL] All right, great, uh, it's [PII], right? Do you guys provide reference numbers or your name uh uh good enough.
[AGENT][NEUTRAL] My name in today's date, we do not have reference number.
[CUSTOMER][POSITIVE] OK. All right, great. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL one. You have a good afternoon.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.