AccountId: 011433970860
ContactId: 27b13af8-0e52-46a7-ace8-25c826f19a8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204800 ms
Total Talk Time (AGENT): 89252 ms
Total Talk Time (CUSTOMER): 92031 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/27b13af8-0e52-46a7-ace8-25c826f19a8c_20250218T18:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can't complain. Um, I was just calling to find out, um, how the claim process worked. So I had submitted a claim, um, last week, um, and it says processed on my account, but it says the amount paid 0, so I'm not sure if I submitted everything correctly or what that status means.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can I have your policy number to see what's going on for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 247-876-7.
[AGENT][NEUTRAL] And can I have your name, mailing address, and your date of birth? I know you gave it to me in the beginning, but could you give it to me again with your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] No problem, it's [PII]. Uh, the mailing address is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Oh, it should be my work email it's uh [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to check the status of a claim, so it looks like we're requesting the EOB to be sent in for your inpatient.
[AGENT][NEUTRAL] Inpatient hospital stay?
[CUSTOMER][NEUTRAL] What's the EOB?
[AGENT][NEUTRAL] The explanation explanation of benefits from your primary insurance company. Your callback number is the [PII].
[CUSTOMER][NEUTRAL] That's my uh work number. I can give you my cell.
[AGENT][NEUTRAL] But if the phone call is disconnected, would you like for me to give this number a call back?
[CUSTOMER][NEUTRAL] Yes, this would be the better 10 wait, no, no, uh, my cell phone would be better.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, what is your cell phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. So your EOB is your explanation of benefits from your primary insurance company. So just contact them and ask them for the EOB for the date of service of [PII].
[CUSTOMER][NEUTRAL] OK, EOP [PII], you said [PII]. But now, the, I was in the so, OK, so I, I was in the hospital from the [PII].
[AGENT][NEUTRAL] Mhm, you just need it for those data services.
[AGENT][NEUTRAL] Well, right here, it's, it has just tell them that you need your EOB for your hospital stay or whenever you were there because the claim that you submitted, see, it only has dates of service [PII].
[CUSTOMER][NEUTRAL] Oh, so just that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's so weird because they, they have.
[CUSTOMER][NEUTRAL] They even have like the emergency information from uh the [PII] on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm not sure. So, OK, so what would I need to do? Go ahead.
[AGENT][NEUTRAL] It doesn't. It has the dates that I gave you. All you need to do is request the EOB from your primary insurance company.
[CUSTOMER][NEUTRAL] OK. All right. I'll request the EOB.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's everything. I really appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye.