AccountId: 011433970860
ContactId: 344abfc9-2d90-4ed8-ba4a-ff9d9572da38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248479 ms
Total Talk Time (AGENT): 91869 ms
Total Talk Time (CUSTOMER): 81617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/344abfc9-2d90-4ed8-ba4a-ff9d9572da38_20250602T20:38_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's, uh, [PII]. Can I give you a claim number?
[AGENT][NEUTRAL] Um, well, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII] and now I need your policy number, please. And if you don't have that, I can look it up by your social.
[CUSTOMER][NEUTRAL] Social is [PII].
[AGENT][NEUTRAL] OK, one moment, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I found you in our system. Um, please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your email address and your mailing address.
[CUSTOMER][NEUTRAL] Um, OK, my mailing address is [PII].
[CUSTOMER][NEUTRAL] And I think the email I'm using is [PII].
[AGENT][NEUTRAL] Yes, sir, that's the one we have on file.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And you need to check on the status of a claim?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah, they had, um, I was missing some documentation and I had sent it and, um, and it said that my claim is now complete. I just wanted to make sure is is this you got everything you need.
[CUSTOMER][NEUTRAL] Can I give you the number on it?
[AGENT][NEUTRAL] Um, yes. What's the claim number?
[CUSTOMER][NEUTRAL] 3607209.
[CUSTOMER][NEUTRAL] It's here in [PII]. It was for my knee replacement. I was in the hospital a couple of days for the surgery.
[AGENT][NEUTRAL] OK. Yes, sir. I am showing that we received that claim and that's the claim that's designed for needing the primary carrier's explanation of benefits.
[CUSTOMER][NEUTRAL] Do you have that now?
[AGENT][NEUTRAL] Um, I do show where you uploaded some documentation today and let me take a look at it. Let me see if it's available for me to look at. One moment.
[AGENT][NEUTRAL] OK. No, sir. I'm still not showing that we've received that information.
[AGENT][NEUTRAL] But what you can do is um.
[CUSTOMER][NEUTRAL] OK, so what, what is.
[CUSTOMER][NEUTRAL] What what is it that you need exactly?
[AGENT][NEUTRAL] We need the explanation of benefits from your primary insurance company for this service.
[CUSTOMER][NEUTRAL] From uh Florida Blue.
[AGENT][NEUTRAL] Yes, sir. Because what we do is cover the portion that they don't cover and so we would need that explanation of benefits. Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, alright, let me get that for you tomorrow and then I'll, I'll upload it again. Thanks a lot. I really appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no problem. And when you upload it, um, please add the claim number, the 3607209, so we'll know that that's the explanation of benefits for that claim.
[CUSTOMER][POSITIVE] OK great
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL.
[CUSTOMER][POSITIVE] Alright thanks [PII].
[AGENT][POSITIVE] You have a great rest of your day. bye.
[CUSTOMER][POSITIVE] Alright thank you alright bye bye.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.