AccountId: 011433970860
ContactId: 301de671-7065-4712-862f-4ba7b5a24e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281600 ms
Total Talk Time (AGENT): 70189 ms
Total Talk Time (CUSTOMER): 72850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/301de671-7065-4712-862f-4ba7b5a24e54_20250529T13:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] They told me to press
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have submitted several claims and I have some questions. My policy number is 01410739.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you give it to me one more time, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, and hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you had a question about some claims that you had filed?
[CUSTOMER][NEUTRAL] Yes, I've sent uh the details from my insurance company. They're itemized statements for each month, and I've also sent the details from.
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] Medical side of it too.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] I'm not sure what else I need to send.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] What data service is it for?
[CUSTOMER][NEUTRAL] Multiple ones.
[AGENT][POSITIVE] OK, can you give me one of them and we can start with that one?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Seat 5 and 6.
[CUSTOMER][NEUTRAL] 726 2024.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm trying to pull up the claim. Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what, maybe they weren't all included with that.
[AGENT][NEUTRAL] OK, on the for [PII], I'm showing the physicians.
[CUSTOMER][NEGATIVE] It's the problem.
[AGENT][NEUTRAL] Charge the 7,31476, we didn't get the explanation of benefits.
[AGENT][NEUTRAL] And for the facility we got the explanation of benefits, but it didn't show what was applied to your deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I think I need to download it again from their website. OK, let me do that and I'll resubmit it.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, no, that'll be all. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.