AccountId: 011433970860
ContactId: 24763124-2334-4b79-bf57-e54ed96e55d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495670 ms
Total Talk Time (AGENT): 179968 ms
Total Talk Time (CUSTOMER): 146914 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/24763124-2334-4b79-bf57-e54ed96e55d5_20250428T20:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Lau Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I was just calling about a um letter that we got in the mail on Friday, um, uh, and just wanted to check on that. It, it said it was a um
[CUSTOMER][NEUTRAL] Uh, denial for a claim, and I didn't, I thought our APO policy was just to help cover the cost of out of pocket pocket expense and, and so I, I was just kind of confused. I've got the claim number. Maybe you could explain it to me. Maybe the physician or maybe the physician send in a second copy or something like that.
[AGENT][NEUTRAL] OK, [PII], um, let's see. um, what is a good callback number for you just in case, please?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, [PII], are you calling on um.
[AGENT][NEUTRAL] A group policy or are you calling on um your.
[AGENT][NEUTRAL] Your individual policy.
[CUSTOMER][NEUTRAL] Well, it's mine, but it's on, it's, yeah, it's mine, but we're in a group policy. Um, I've got the.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have a policy number, please?
[CUSTOMER][NEUTRAL] I, I do, and I've got a claim number and a policy number for you as well. The policy number is.
[AGENT][NEUTRAL] And I, I, I can't help you with the claim.
[AGENT][NEUTRAL] OK, so the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 02586751.
[AGENT][NEUTRAL] 86751.
[AGENT][NEUTRAL] OK. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And see what.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So I may have pushed the wrong button and I might be in the wrong department.
[AGENT][POSITIVE] That's quite all right. Um, it's quite all right. I can get you to where you, someone who would be able to help you on that. So just one moment.
[AGENT][NEUTRAL] OK, [PII], can you um verify your address please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. ZIP is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And let's see
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And let's see. And your um email address?
[CUSTOMER][NEUTRAL] Um, well, I, I've, I'm trying to think, it should be my [PII] one. It should be [PII].
[AGENT][NEUTRAL] I got a different one.
[CUSTOMER][NEUTRAL] OK, then it could be [PII] or [PII]. OK. I say we've got 3. I've got 3 that I have to check every day.
[AGENT][POSITIVE] OK, thank you. That's the one I've got.
[AGENT][POSITIVE] Oh bless.
[AGENT][NEUTRAL] Oh, [PII]. OK. Um.
[CUSTOMER][NEUTRAL] Makes a little crazy.
[AGENT][POSITIVE] I understand that. OK, [PII], what I'm gonna do is I'm gonna transfer you to our customer care and they'll be able to help you with that and um.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is there anything else? So what you're calling about is a claim that's correct, right?
[CUSTOMER][NEUTRAL] Yeah, I just, I've got a claim that just said it says non-covered expense or non-covered service. I'm like, well, that's confusing because
[CUSTOMER][NEUTRAL] I think from what I understand, our APL policy that I have with that policy number is to help cover costs out of pocket costs for like deductible and, and co-pays and things like that, right?
[AGENT][NEUTRAL] OK OK.
[AGENT][POSITIVE] Alright, they'll be able to help you with that. I can get you transferred over to them and they'll be able to help you, OK?
[CUSTOMER][POSITIVE] OK, appreciate the help thanks.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] That'll do it. That's, that's the only issue we've got going on. Thanks.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Uh, thank you for calling APL and you have a wonderful day and one moment, please, someone will be with you, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome very much. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I have [PII]. I have [PII] how are you today?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] I have [PII] on the phone. He's calling on policy 258751. I have verified his address and his phone number. A good call back number is [PII] and uh verify is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Address, date of birth, and his email address. So, um,
[AGENT][NEUTRAL] He is calling about a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Like he's needing claim status?
[AGENT][NEUTRAL] Uh, I think so. Or more information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On my he was.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][NEUTRAL] Yeah, he's got some more information. He had questions on that.
[CUSTOMER][NEUTRAL] I can ask him.
[CUSTOMER][POSITIVE] OK. Well, I can definitely help him. We only um process one form, so I'm sure this is it. I, I could definitely help them.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] OK, love.
[AGENT][POSITIVE] All right, love. Well, thank you, and you have a great day.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, sweetie. All right, bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.