AccountId: 011433970860
ContactId: 44edc9ad-a877-4beb-8d83-7eee9fec4f07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168210 ms
Total Talk Time (AGENT): 57728 ms
Total Talk Time (CUSTOMER): 86941 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/44edc9ad-a877-4beb-8d83-7eee9fec4f07_20250625T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi there. I got a letter, uh, and you're asking me for something, but I don't really understand whether I can get it for you or whether the hospital should be getting it for you. May I give you the uh reference number or a claim number?
[AGENT][NEUTRAL] Yes, sir. But first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh of course. My first name is [PII] A. My last name is [PII] E. My phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And now, could I get your policy number?
[CUSTOMER][NEUTRAL] Policy number is 01991340.
[AGENT][NEUTRAL] OK, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII], the mailing address is [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Um, this looks like it might be a work email.
[CUSTOMER][NEUTRAL] Oh, you have a [PII] or a TradeStation?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it [PII]? Oh, so you'll be first initial last name at [PII], so [PII]. That's my work email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Yes, sir. And now I um need the claim number.
[CUSTOMER][NEUTRAL] OK. Claim number is 3,614,940.
[AGENT][NEUTRAL] And there's a claim for you or one of your dependents?
[CUSTOMER][NEUTRAL] It's one, it's my wife's actually.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yes, I'm showing that for this claim, we need the EOB from the primary insurance company and we're asking the provider for that information. We just sent you a copy of it so you guys will know what's going on with the claim. And normally what happens, the provider will receive it and resubmit the claim with the requested documentation.
[CUSTOMER][NEUTRAL] Uh, got it. Yeah.
[CUSTOMER][POSITIVE] OK, very good. So I just sit tight and if there's a problem, I step in. Otherwise, I, the, the hospital will take care of it, right?
[AGENT][NEUTRAL] Yes, sir, they should.
[CUSTOMER][POSITIVE] Excellent. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, you've been very helpful. I appreciate it. Thank you very much. Have a good afternoon.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL and bye.
[CUSTOMER][NEUTRAL] Right.