AccountId: 011433970860
ContactId: 3ab33c35-2e70-4c93-96ab-131e0bd73d31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263140 ms
Total Talk Time (AGENT): 139652 ms
Total Talk Time (CUSTOMER): 113525 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3ab33c35-2e70-4c93-96ab-131e0bd73d31_20250121T22:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Can I give you a policy number?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] It is 02361574.
[AGENT][NEUTRAL] Alright, let me just pull this up.
[AGENT][POSITIVE] And how can I help today?
[CUSTOMER][NEUTRAL] Um, how are you doing? I'm sorry, I, I cut you. I didn't even wait to hear you say if you're having a good day, a bad day.
[AGENT][POSITIVE] That's OK. I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, good, good, um, I was just calling for my, uh, my wife [PII]. I, I got a, a letter from you guys saying they need some information, um, from my employer, something she had, she had, um, a claim, I think I guess because APL is a supplementary insurance through Florida Blue, so I, I said it looks like something was put in for 5/11 but nothing was paid out, um, guess they said they're waiting for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we are awaiting information from your employer or association before we can confirm eligibility upon receipt of information.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Let's see, do you have a claim number there by chance?
[CUSTOMER][NEUTRAL] I have a reference number.
[CUSTOMER][NEUTRAL] Does that help?
[AGENT][NEUTRAL] What is, what is that?
[CUSTOMER][NEUTRAL] Uh, um, reference number is 0236.
[CUSTOMER][NEUTRAL] 1574, that's the same, no that's the same as the policy number, yeah, no, never mind, let me see if there's a claim number there.
[CUSTOMER][NEUTRAL] Oh yes, I have a claim number.
[CUSTOMER][NEUTRAL] It is 355.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 0237.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And on the policy, can I just verify, please, uh, date of birth and then your address?
[CUSTOMER][NEUTRAL] Mhm date of birth is [PII]. [PII].
[AGENT][POSITIVE] Thank you. And a huge huge at [PII], yeah.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] yeah, hers, yeah, yeah.
[AGENT][POSITIVE] [PII], is that still a good email? OK, awesome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, it's.
[AGENT][NEUTRAL] So let's see what this claim says.
[AGENT][NEUTRAL] Hm. Yeah, I don't. So, I mean, your policy is active. There's nothing that has lapsed or anything like that. So, on your end, you don't need to do anything. It looks like um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you, yeah, it looks like they're just waiting.
[AGENT][NEUTRAL] Verification so just give it a little bit more time.
[AGENT][NEUTRAL] Um, what were we? It looks like, yeah, they're just awaiting, um, an EOB2 from your primary insurance, so.
[CUSTOMER][NEUTRAL] What what is the EOB? What is that?
[AGENT][NEUTRAL] That's an explanation of benefits that you get from your primary insurance. It basically shows what they paid towards whatever was done for Jewel and then lets us know like what the remaining balance is, um, as far as if you owe anything additional so we can process that, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so just awaiting some information um you don't need to do anything on your side just give it some more time to process.
[CUSTOMER][NEUTRAL] OK, OK, because right now it's in the portal she just checked her portal and she's not showing that she owed the hospital or anything, so OK, so I'll just hold off. Alright.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] And it yeah and it may be that um you know the claim comes back that there was nothing payable for us because you guys didn't owe anything additional um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, at this point nothing has been denied it's just waiting information so you should get an update once it's either approved or denied.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, thank you.
[AGENT][POSITIVE] Yeah, not a problem. Did you have any other questions or concerns?
[CUSTOMER][POSITIVE] But not at all. That was it. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL have a good one.
[CUSTOMER][NEUTRAL] Yeah.