AccountId: 011433970860
ContactId: 39abcba7-7ae5-4a0d-ad98-fca52c9c8bed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378660 ms
Total Talk Time (AGENT): 172128 ms
Total Talk Time (CUSTOMER): 146100 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/39abcba7-7ae5-4a0d-ad98-fca52c9c8bed_20250203T22:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling because I got a
[CUSTOMER][NEUTRAL] Uh, an explanation of benefits in the mail that they need more information. And I'm confused why, because the, it has the diagnosis codes right on the, the statement that I sent.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number? And let's take a quick look at that.
[CUSTOMER][NEUTRAL] 025044.
[CUSTOMER][NEUTRAL] 230.
[AGENT][NEUTRAL] That's a lot of numbers. OK.
[AGENT][NEUTRAL] It, it should be 8 numbers total starting with the 002.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 54,230.
[AGENT][NEUTRAL] OK, that looks better. I think I wrote 4 down twice. OK, so let's do this real quick. What you and I are actually going to do is a quick verification and then I'll need to place you through to our claims benefits department.
[AGENT][NEUTRAL] And they will be the ones who can uh go over this information with you on what they're needing. May I have your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], may we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last bit of information let's verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], [PII]. OK, let me put that in there because we have, we have.
[CUSTOMER][NEUTRAL] Or, or it could be [PII].
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] Oh, that's my father's, that's [PII]'s. He's the one who signed up for that, for this insurance. So that's why.
[AGENT][NEUTRAL] OK, let's see, so it should be.
[CUSTOMER][NEUTRAL] Any of them will work.
[AGENT][NEUTRAL] Alright, so what is, what was the last four digits again? I'm sorry.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] Right, thank you. Let me correct that one more place.
[AGENT][NEUTRAL] And uh Ms. [PII], let's verify your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I don't know if it's under uh [PII]. Is it under that or [PII] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's what's the rest of it say [PII]
[CUSTOMER][NEUTRAL] It could be [PII] or [PII] yeah, see, yeah. You know what, could you, could you change, could you change it to, to uh uh [PII]?
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see. OK, so [PII], you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful and that phone number is [PII].
[CUSTOMER][POSITIVE] Correct. Thank you.
[AGENT][NEUTRAL] Wonderful. You're welcome. OK, Ms. [PII], so I see you have one of our hospital indemnity. Um, let me get someone on the phone with and let them know that you're calling about the EOB need additional information. You will not have to go to the verification again, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, so give me just one moment before I transfer you. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Well, thank you for calling APL Ms. [PII]. You have a wonderful day. Give me just a moment please, ma'am. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hello, Ms. [PII]. This is [PII]. Ms. [PII], I have policy number 2,504,230.
[CUSTOMER][NEUTRAL] I, uh-huh.
[CUSTOMER][NEUTRAL] Wait a minute, hold on. Give it to me again. Give it to me again.
[AGENT][NEUTRAL] 2,504,230
[CUSTOMER][NEUTRAL] Alrighty and this is 4.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, it's a HI policy. I don't know how y'all get me in the HIQ, but I do my best.
[AGENT][NEUTRAL] And I have
[AGENT][NEUTRAL] There's not a, there's nobody for an HIQ so I hit the, hit the C A D I I C H life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I do try to help her, but, uh, uh, I don't think that gonna be, let me see what they denied it for.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] They did not they're just saying they need some additional information on her EOB.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, in order to complete the we need an itemized statement. They need to itemize bill. OK, I can tell her that. Mhm, need to itemize bill.
[AGENT][POSITIVE] You are wonderful. Everything has been verified and updated.
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][POSITIVE] Thank you, love. Have a good day. Bye, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye.