AccountId: 011433970860
ContactId: 467f4b04-7aee-4378-b706-dcc0c7691014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259540 ms
Total Talk Time (AGENT): 113582 ms
Total Talk Time (CUSTOMER): 73755 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/467f4b04-7aee-4378-b706-dcc0c7691014_20250320T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling um to get claim status for a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] Thank you, [PII], and callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and the patient's policy number.
[CUSTOMER][NEUTRAL] 01871820
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] You want me to do
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And I can help you with that claim status for [PII]. What is the data service?
[CUSTOMER][NEUTRAL] 1121 24.
[CUSTOMER][NEUTRAL] No time.
[AGENT][NEUTRAL] OK, hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna need to check now the policy number you gave me termed in [PII], so I'm checking to see if she had active coverage for that data service.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I did find a policy that is active for data service 112124. Can I give you the correct policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Correct, policy number is 216.
[AGENT][NEUTRAL] 656 9.
[AGENT][NEUTRAL] And I'm checking for claim status.
[CUSTOMER][NEGATIVE] So the one that we have on file is not correct.
[AGENT][NEUTRAL] As of 3 122, that is a term policy.
[CUSTOMER][NEUTRAL] 3122. OK, I'm just making my notes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I don't see a process claim for [PII] for 112124.
[AGENT][NEUTRAL] And you can actually fax that to our claims department with the primary EOD.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][POSITIVE] I love that I love that you said that.
[AGENT][NEUTRAL] 942 3
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and just put attention claims.
[AGENT][NEUTRAL] Yes ma'am, it comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and on the hold on.
[CUSTOMER][NEUTRAL] Pull her insurance.
[CUSTOMER][NEUTRAL] There's no group number or anything?
[AGENT][NEUTRAL] I can give you the group number. It is.
[AGENT][NEUTRAL] 23086.
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] The mailing address.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yeah, you got it.
[CUSTOMER][NEUTRAL] OK, I just.
[CUSTOMER][NEUTRAL] I want to make sure that we had the correct one since the policy information wasn't correct. OK, and can I get a reference number for this call, please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], it was a pleasure to help you with that claim status today. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Yes ma'am thank you have a good day.
[AGENT][POSITIVE] You too. Thank you.