AccountId: 011433970860
ContactId: 3ce05199-8842-4184-850b-9756527335e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339309 ms
Total Talk Time (AGENT): 73142 ms
Total Talk Time (CUSTOMER): 111419 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3ce05199-8842-4184-850b-9756527335e8_20250514T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am following up on a claim. One of my employees.
[CUSTOMER][NEUTRAL] Um, made
[AGENT][NEUTRAL] OK. Um, can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII] at Total Orthopedic Care.
[AGENT][NEUTRAL] OK, and so you, you have a group policy with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have your group number?
[CUSTOMER][NEUTRAL] Mm, oh, no, I have a policy number.
[CUSTOMER][NEUTRAL] For this, for this claim.
[AGENT][NEUTRAL] OK. What's that?
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I mean, it's coming. Hold on.
[CUSTOMER][NEUTRAL] Policy 21
[CUSTOMER][NEUTRAL] 38
[CUSTOMER][NEUTRAL] 760.
[AGENT][NEUTRAL] OK, and can I get a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is the address of your group?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and then what date are we checking on for this or which uh which member?
[CUSTOMER][NEUTRAL] Last name [PII], first name [PII].
[CUSTOMER][NEUTRAL] Is a [PII]
[AGENT][NEUTRAL] And do you have the date of service or uh claim number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, data service was [PII].
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] I don't have a claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Computer's taking its time.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Refresh.
[CUSTOMER][NEUTRAL] Ah, that
[AGENT][NEUTRAL] You know, uh, it was what it was for, it was like a facility charge or something else or.
[CUSTOMER][NEUTRAL] Yes, facility charge.
[CUSTOMER][POSITIVE] I can give you the clean.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 89,640
[AGENT][NEUTRAL] OK, it looks like we paid 1290 to the member.
[CUSTOMER][NEUTRAL] What was that for?
[CUSTOMER][NEUTRAL] There's a couple of
[CUSTOMER][NEUTRAL] Um, flames made.
[AGENT][NEUTRAL] Like there was some, it it looked like it was inpatient charges, and then
[AGENT][NEUTRAL] A physician benefit charge.
[CUSTOMER][NEUTRAL] OK, so you paid 1000?
[AGENT][NEUTRAL] 1290.
[CUSTOMER][NEUTRAL] And when was that mailed?
[AGENT][NEUTRAL] Uh, that was on [PII].
[CUSTOMER][POSITIVE] Oh, OK, very good. All right, I'll tell.
[CUSTOMER][POSITIVE] The member to be on the lookout. Thank you very much.
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it. Is there any way to look?
[CUSTOMER][NEUTRAL] And find out, I, it shows that it was processed on your site, but how do I know the details of that? Where can I find that? Any idea?
[AGENT][NEUTRAL] Um, so
[CUSTOMER][NEUTRAL] Like if I have to call you.
[AGENT][NEUTRAL] You're looking under the group site on the admin portal? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't think because you're the admin, I don't think it'll give you like details. You'll have to call us. Let me double check.
[CUSTOMER][POSITIVE] OK. All right. Very good. Thanks anyway. Thank you for all your help.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you