AccountId: 011433970860
ContactId: 25ec3ade-1806-475a-b1e2-e31ddf32a1e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346279 ms
Total Talk Time (AGENT): 135143 ms
Total Talk Time (CUSTOMER): 135234 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/25ec3ade-1806-475a-b1e2-e31ddf32a1e3_20250328T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, I was calling. I needed to um
[CUSTOMER][NEUTRAL] I get some clarification on a claim that was filed, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. Are you calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] Personal.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And it's area code [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Sorry, I don't have that.
[AGENT][NEUTRAL] You don't, OK. Uh, how do you spell the last name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, um, one, let me check a second.
[CUSTOMER][NEUTRAL] I, I'm looking it up for you. Sorry, I should have had it and I didn't, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I've got it. I think that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] 3036
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK. What's the email address on file?
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like we have your work email.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yes. OK, thank you. All right. And do you have the date of service for the claim? Yes, we have your work email.
[CUSTOMER][NEUTRAL] You have my work?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, data services [PII] [PII]. I sent in a claim for my, um,
[CUSTOMER][NEUTRAL] An astray, it's a hormone therapy for breast cancer.
[AGENT][NEUTRAL] OK, let me check and see if there's a.
[CUSTOMER][NEUTRAL] But I'm just checking on that because I got a bill this morning saying that my uh claim has been complete. And when I check on it, it says that it was from.
[CUSTOMER][NEUTRAL] October, November and December. Well, yeah, those have been complete. This is a different date of service, so I was just checking on those.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So the ones that you're trying to check on is the one for [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, Miss [PII], I don't see that we have received those.
[CUSTOMER][NEUTRAL] You don't show where I sent them?
[AGENT][NEUTRAL] Not for [PII]. Uh, we have the same ones for last year, for December, November, and October, November, those are the ones that we received recently on the most recent uh submission, but we have not received the new ones, and this was the one you submitted on [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] [PII], yeah, it says your claim has been received.
[AGENT][NEUTRAL] Yeah, but there were the.
[CUSTOMER][NEUTRAL] On my email, I mean, I'm sorry my text message, but.
[AGENT][NEUTRAL] The ones we receive on [PII] is the same ones we already pay for the October, November, and December.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, no, it's OK, right, I'll resend it because yeah.
[AGENT][NEUTRAL] OK. Yeah. Yeah, we just received the same one for some reason.
[CUSTOMER][NEUTRAL] I it's there. I'm looking at the claim physically right now. Huh?
[CUSTOMER][NEUTRAL] No, I'm looking at the claim. I mean, like on my phone cause that's how I sent it. I'm looking at the claim. And it basically says,
[CUSTOMER][NEUTRAL] [PII], it's highlighted for January to, I mean, like it's all there. So I'm gonna resend it right now, but
[AGENT][NEUTRAL] Mm and you send it, I, I don't see that. Let me.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] The only thing I got here are the ones that I mentioned which is October, November and December, and it was denied as a duplicate because we already paid us that was processed on [PII].
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I don't see anything else.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's weird. OK, I guess I'll, I'll, I'll have to resend it.
[AGENT][NEUTRAL] OK, yeah, because, yeah, I really don't see those, the ones that is for [PII]. I don't see them here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss him?
[CUSTOMER][NEUTRAL] No, I, if I send it, if I send it like right now, can I call back this afternoon to make sure y'all got it?
[AGENT][NEUTRAL] Um, if you send that through the website, we can, uh, open the file and see if it's the correct one, yes.
[CUSTOMER][NEUTRAL] I mean, because I had.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, that's what I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] You too, take care.
[AGENT][POSITIVE] Thank you too. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.