AccountId: 011433970860
ContactId: 297f8216-41c7-407d-b7dc-53e08af96095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306040 ms
Total Talk Time (AGENT): 113276 ms
Total Talk Time (CUSTOMER): 93908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/297f8216-41c7-407d-b7dc-53e08af96095_20250317T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] last initial [PII], calling from First Health of the Carolinas checking the status of a claim.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII] direct line and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] U as in Umbrella 82240619
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK, and this is American Public Insurance?
[AGENT][NEUTRAL] Uh, I can look them.
[AGENT][NEUTRAL] North American Public Life.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][NEUTRAL] But we do have some medical policies. OK. Thank you for calling ATL. You have a great day. Mhm, we do. I can try to look them up by social or name and date of birth if you would like.
[CUSTOMER][NEUTRAL] Oh, do you?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] His social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And please verify his name and date of birth.
[CUSTOMER][NEUTRAL] [PII], last name is spelled [PII] [PII].
[AGENT][NEUTRAL] OK. And did you need to verify benefits or check on the status of a claim?
[CUSTOMER][NEUTRAL] Status of a claim please.
[AGENT][NEUTRAL] OK. Yes, I'm showing the effective date on this policy was [PII] and it expired on [PII]. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Just waiting on my computer. It's been moving slow all day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Yes, it's been a busy day.
[CUSTOMER][NEUTRAL] My apologies.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII] $258 even and you said it turned [PII]?
[AGENT][NEUTRAL] Yes, ma'am, it did.
[CUSTOMER][NEUTRAL] And did you say the [PII]?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, may I.
[AGENT][NEUTRAL] I see
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and I am showing the claim on file and of course it denied because the policy had expired. Do you need the claim number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, that claim number is 355-0614.
[CUSTOMER][NEUTRAL] OK, is there any way I can get that EOB faxed or emailed to me, please?
[AGENT][NEUTRAL] Um, yes, I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Attention [PII].
[AGENT][NEUTRAL] OK. So that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and again, the date of service on this claim was [PII], and what are the bill charges again?
[CUSTOMER][NEUTRAL] $258 even.
[AGENT][NEUTRAL] OK. OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Just a reference number.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.