AccountId: 011433970860
ContactId: 25ce60bf-8958-47d6-a063-f5e8b01b1550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206660 ms
Total Talk Time (AGENT): 80731 ms
Total Talk Time (CUSTOMER): 71776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/25ce60bf-8958-47d6-a063-f5e8b01b1550_20250624T21:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I, um, have an EOB from you guys where it says that you needed my, um, my EOB for my primary insurance. I submitted it online on the portal before you guys changed your new system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm just trying to figure out whether or not you guys actually have it because I can't even verify anything on your guys' new system.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02153310.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] Or if I can time. OK, um, and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that claim number?
[AGENT][NEUTRAL] Or a data server, OK.
[CUSTOMER][NEUTRAL] Yes, it is 361.
[CUSTOMER][NEUTRAL] 0539
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] For Labor for day service of [PII], I mean [PII], I can't read. Uh, let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I do show a claim came through.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 37.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Uh, when did you, you said before they did the online service center. I don't show it's been received. Um, is there any way you can fax it to our company or you can set up on our new online service center and upload it that way.
[CUSTOMER][NEUTRAL] OK, let me, I'm gonna have to try to re download it. I'm trying to have a hard time finding it on my computer.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, it's at [PII].
[CUSTOMER][NEUTRAL] OK, yeah, I can email it to you guys.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all you guys needed for this one, right? And then you'll be able to pay that claim?
[AGENT][NEUTRAL] Oh, we, yes, ma'am. I just need the primary EOB.
[CUSTOMER][NEUTRAL] OK, yep, I will get that resubmitted to you guys and that should be it. Sorry, I'm multitasking.
[AGENT][NEUTRAL] Oh no, you're fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, I thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK thanks you too bye.
[AGENT][NEUTRAL] Bye.