AccountId: 011433970860
ContactId: 31fd32b2-9433-41bf-9f85-ded582e794e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178869 ms
Total Talk Time (AGENT): 87738 ms
Total Talk Time (CUSTOMER): 67220 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/31fd32b2-9433-41bf-9f85-ded582e794e1_20250115T23:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Healthy Balance. I spoke with [PII] earlier and she was faxing me an EOB, but I only received the cover page. I didn't actually receive the EOB.
[AGENT][NEUTRAL] Oh, OK, I can get that resent to you, [PII]. Uh, let's see, first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then uh do you have the claim number or the policy number?
[CUSTOMER][NEUTRAL] I have the policy number. It is going to be 01852008.
[AGENT][NEUTRAL] OK thank you and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Did you have the claim number?
[CUSTOMER][NEUTRAL] I do not if you could, if I'm sorry.
[AGENT][NEUTRAL] OK, sure, yeah, what was the uh date of service please? No, it's OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 729 of 24.
[AGENT][NEUTRAL] OK, and then, uh, the bill amount please.
[CUSTOMER][NEUTRAL] 65.
[AGENT][NEUTRAL] 55. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] And if you find that claim number I could take it from my records in case I have to call back.
[AGENT][POSITIVE] Of course, absolutely.
[CUSTOMER][NEUTRAL] And it's for Doctor [PII] at Healthy Balance.
[AGENT][NEUTRAL] OK, thank you for verifying that one moment please, let's see.
[CUSTOMER][NEUTRAL] Chiropractic and acupuncture, yeah.
[AGENT][POSITIVE] Here we are. Healthy balance chiropractic, my goodness. OK.
[AGENT][NEUTRAL] OK, so yes, office visits are not covered under this policy, uh, and then the remaining benefit amount had been applied to the $1000 calendar year deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh let me know when you're ready for that claim number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 349-659-0.
[CUSTOMER][POSITIVE] No worries, you are.
[CUSTOMER][NEUTRAL] OK, that was 349-6590.
[AGENT][NEUTRAL] Correct, alrighty and then what was that fax number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I wanna just put this to your attention, [PII]?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, let me read that back just to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent to you. You should get it here maybe 10-15 minutes depending on how busy your machine is. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You gotta get here whenever you can or if you give me a call, you know.
[CUSTOMER][POSITIVE] OK perfect no that's it. I just need to make sure the EOB is attached this time. Alright, have a great night.
[AGENT][POSITIVE] Of course, absolutely. Alright, thanks for giving us a call. You too. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.