AccountId: 011433970860
ContactId: 47a686d9-1706-43c3-afc9-c7e881d7680b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323279 ms
Total Talk Time (AGENT): 98888 ms
Total Talk Time (CUSTOMER): 109625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/47a686d9-1706-43c3-afc9-c7e881d7680b_20250620T21:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my policy number is
[CUSTOMER][NEUTRAL] Excuse me, 06.
[CUSTOMER][NEUTRAL] I'm sorry, 00630820.
[AGENT][NEUTRAL] OK, Mr. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, I was calling in reference to the uh claim number of 3609106. I had submitted a uh a document that I had an annual uh PSA screening and normally I get a refunded $60 annually.
[CUSTOMER][NEGATIVE] And this time I did not receive anything and I was calling to inquire what was changed this time.
[AGENT][NEUTRAL] OK. Um, let me get a few pieces of information from you. Can you verify your birth date for me?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Lastly, just need a good call back number in case we are disconnected.
[CUSTOMER][POSITIVE] OK, thank you so much
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see on your claim. OK, looks like we did process that and
[AGENT][NEUTRAL] Like, um, we needed an itemized bill that had the procedure code, charge amount, and date of service for the screening test.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was submitted.
[CUSTOMER][NEUTRAL] When I sent the paperwork.
[AGENT][NEUTRAL] OK, let me pull up what we received. Give me just a moment.
[AGENT][NEUTRAL] OK, hold on one moment. Sorry, my system is running just a bit slow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, the only thing that we received was just a letter.
[AGENT][NEUTRAL] From your provider?
[AGENT][NEUTRAL] And it just said that you were under, uh, [PII] He is currently under my medical care.
[AGENT][NEUTRAL] And for, and you put, you put in writing, this is for your PSA exam, but we need, we need something documentation from the healthcare provider that shows what date.
[AGENT][NEUTRAL] So it has to come from your healthcare provider and tell us what what transpired.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that was from my healthcare provider. OK, but what, what do I need to submit now again?
[AGENT][NEUTRAL] If your healthcare provider needs to show that you received a PSA exam and on what date?
[AGENT][NEUTRAL] You you can't write it in, it has to come from the provider.
[CUSTOMER][NEUTRAL] OK, so it's coming. OK, I'll submit, I'll submit you what needs to be submitted, the date of service and the uh anything else?
[AGENT][NEUTRAL] The date of service and then yeah that that the procedure was the PSA exam.
[CUSTOMER][NEUTRAL] And the PSA
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you said something about uh the amount uh earlier.
[AGENT][NEUTRAL] Yes, the, so it has to just give an itemization of what happened. So what kind of test did you have, how much did it cost, and who, what date of service and who provided it.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that would be all. I appreciate it. Thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] Bye you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.