AccountId: 011433970860
ContactId: 2fdd5afe-4ddf-4d65-8891-dc0856f467d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278869 ms
Total Talk Time (AGENT): 131399 ms
Total Talk Time (CUSTOMER): 103252 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2fdd5afe-4ddf-4d65-8891-dc0856f467d2_20250227T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. I am calling um
[CUSTOMER][NEUTRAL] I am new to this plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm wondering how I can tell.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The payments are going through. So when I finally got signed up, they said it would be retro back to the sign up date through my work. But I haven't gotten, I mean, I've gotten some letters from APL, but I don't really know what I'm looking for or if I should be requesting a refund from like the hospital doctors. So can you help me with that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, um, are you talking about, uh, claims going through?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, I could definitely check on those claims, make sure that we've received them, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], can I get a good call back number from you real quick in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 002521722
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect thank you for verifying that information. OK, let's see so we have gotten a few claims for you. Was there a specific facility or a date of service that you were looking to see if we've received?
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I'm sorry, um, for some reason my phone cut out.
[AGENT][NEUTRAL] Oh, that's OK. Um, so we have received several claims, uh, for you. Was there a specific facility or a date of service that you were looking for?
[CUSTOMER][NEUTRAL] It's not, um, I'm really just calling just like generally because I don't know if anything has gone through. I don't know if I should be expecting a refund from the doctor in the hospital since I, you know, put my insurance and there it's supposed to be a retro or if they're starting to, if any claims have gone through.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh huh. Oh yeah, absolutely, um, so we've received claims, um, let's see, first claim we received for you was [PII] and most recent one, was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have received several.
[CUSTOMER][NEUTRAL] Is there like
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, is there like an online portal that I can go and look at this stuff?
[AGENT][POSITIVE] Absolutely, um, whenever you are ready, um, actually tell you what, give me just a moment.
[AGENT][NEUTRAL] If you don't already have it, [PII], I can send you a copy of your policy, um, I can email that to you and in that email um I will include a link uh to our online portal.
[AGENT][NEUTRAL] You want me to do that? Perfect. OK, so I will say um when you go to create your account, the information you enter does have to match what we have in our system so I'm going to verify the email address that we have on file is [PII]. So that would be the email address that you enter when you create the account.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, did you have
[CUSTOMER][POSITIVE] Well thank you so much for your help. I appreciate it. I'll just look online and then.
[AGENT][POSITIVE] Absolutely. Is that a good email to send this information to?
[CUSTOMER][NEUTRAL] That's fine. That's my work email. That's, that's perfectly fine.
[AGENT][POSITIVE] OK alrighty I'll get that sent. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you bye bye.