AccountId: 011433970860
ContactId: 2b827ec2-9bf2-4ed1-a5e0-60333b53ed3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 72617 ms
Total Talk Time (CUSTOMER): 122991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2b827ec2-9bf2-4ed1-a5e0-60333b53ed3d_20250409T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Yes, I was calling um because I wanted to um get some clarification on a response I received regarding a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. I'm sorry, my name is [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And uh the number is [PII].
[AGENT][NEUTRAL] OK, you said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 02-069-775.
[AGENT][NEUTRAL] OK, was that for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And just need a few more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what date of service was that for?
[CUSTOMER][NEUTRAL] Um, I'm looking here that it is, oh, hold on.
[CUSTOMER][NEUTRAL] I have a claim, a reference number, um.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] 02069 0 that's the same thing, it's my policy number.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I have a remark number. I, I had submitted a claim for medical equipment rental.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the answer that I'm getting it says please provide copies of your explanation of updates.
[CUSTOMER][NEUTRAL] I don't know if that helps.
[AGENT][NEUTRAL] OK, yeah, I see the claim.
[AGENT][NEUTRAL] Uh, I think they may have meant to type benefits, but let me see. Did you submit your explanation of benefits from your primary insurance?
[CUSTOMER][NEUTRAL] Well, that's the thing, I don't have that, cause I called them and there was no claim filed cause I just went to a medical supply store and I rented a new scooter.
[CUSTOMER][NEUTRAL] Um, so a claim was never filed for through my primary insurance.
[AGENT][NEUTRAL] OK, um, for this plan, we do have to have that file through primary first. Um, do you, can you see if they can file that for you or if they will provide you a claim form you can file it through your primary, but it has to be processed through primary first, unfortunately.
[CUSTOMER][NEUTRAL] OK, alright, I didn't know that part, so I'll go ahead and do that and then I guess if they deny it, they'll just give me an explanation of benefits and that's what I have to send you guys back?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and take care of that and then I saw the response for another claim where I see that you guys are issuing the payment of the $50 and it says direct deposit. I just wanted to ask if you guys have an estimate estimated time frame of how long those direct deposits take, you know, take to get done.
[AGENT][NEUTRAL] Um, let's see, so that was
[AGENT][NEGATIVE] That was yesterday, um, so it shouldn't take more than 2 working days and that should hit your bank account.
[CUSTOMER][NEUTRAL] OK, I was just wondering so I keep an eye on it and then um.
[CUSTOMER][NEUTRAL] Um, just in case you know that I plugged in the account number correct and all that.
[AGENT][POSITIVE] OK, sure. Yeah, absolutely. Um, is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Um, no, that's all. Thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.