AccountId: 011433970860
ContactId: 2aeb24ef-0d16-4ed7-abaa-bb2ca2e75365
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331929 ms
Total Talk Time (AGENT): 96401 ms
Total Talk Time (CUSTOMER): 174038 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2aeb24ef-0d16-4ed7-abaa-bb2ca2e75365_20250304T17:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. Uh, I was calling about a claim that I sent in.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And your name is, I'm sorry, and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, policy number is let's let's see, I think it's 9A as in alpha 0089632. I was just looking at the reference y'all sent me.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] The earnestly.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, date of birth is birth is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], a good callback number is [PII].
[CUSTOMER][NEUTRAL] No ma'am, that's my wife's let me give you mine. It's [PII].
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the claim for yourself?
[CUSTOMER][NEUTRAL] So for my wife.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I can give you the number if you like.
[AGENT][NEUTRAL] What number are you giving me, the claim number?
[CUSTOMER][POSITIVE] Yeah, if you would like I can give you.
[AGENT][NEUTRAL] OK, what's
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] Claim number 353-7359.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You know what, I, I just I've got the right stuff here give me the wrong thing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Does that show up on my policy number? Is that the same thing?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Did that show up on my policy number is the same thing.
[CUSTOMER][NEUTRAL] I just this is for quantum and I need the.
[CUSTOMER][NEUTRAL] I got it got it I need all the information center.
[CUSTOMER][NEUTRAL] I'll tell you what, man, she gave me that cross over here. She gave me the uh stuff for another doctor and everything. I do need to call the claim, but I'll, I'm gonna let, let me get regroup and I'll call back, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's a problem.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That was oh she said hold on just a second if she's got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was looking at the paper I had for the uh skin doctor.
[CUSTOMER][NEUTRAL] Too much, but we submitted a claim and it was uh sent back to.
[AGENT][POSITIVE] Definite.
[CUSTOMER][NEUTRAL] I needed more information.
[CUSTOMER][NEUTRAL] And uh because she had the work done in [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Thought I sent you all the codes that they gave us. I don't know. I hope they're the same as you use here.
[AGENT][NEUTRAL] Well, for that, uh, for that claim number you gave me, I show that's a claim for you. Um, looks like for Arizona der derma pathology, um,
[CUSTOMER][POSITIVE] Not gonna be a problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] OK, that's all been taken through. OK, now you because y'all pay that claim.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Does it show it's been paid?
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Which one is it?
[AGENT][NEUTRAL] Uh, show that claim, um, request an itemized bill for that surgery date.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if it wasn't paid then, huh.
[CUSTOMER][NEUTRAL] Cause I think she sent the.
[AGENT][NEUTRAL] And I mean.
[CUSTOMER][NEUTRAL] She said something like I guess it was for me. I'm, I'm getting to be like.
[AGENT][NEUTRAL] Give me one moment, cause it looks like we did receive it and we paid. Um looks like it was.
[CUSTOMER][NEUTRAL] OK. I think that uh.
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] And we paid 183.
[CUSTOMER][NEUTRAL] Yeah, I thought you had.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's it. OK, I'm sorry to bother you on this. uh, it's getting mixed up here. OK, well, listen, you have a great day, OK, and, uh, now y'all are, we're all squared away, OK.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Are you too.
[CUSTOMER][NEUTRAL] With you
[AGENT][POSITIVE] OK, well, thank you for calling APL Mr. [PII], and you have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye.