AccountId: 011433970860
ContactId: 4a8df07e-e3c1-4ed5-b896-5cdc117a405c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350519 ms
Total Talk Time (AGENT): 130305 ms
Total Talk Time (CUSTOMER): 104442 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4a8df07e-e3c1-4ed5-b896-5cdc117a405c_20250128T18:00_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, yeah, good afternoon. Uh, I called from the Center for Bon Surgery of the Palm Beach. I have a question for a client. Um, can I give you the patient information?
[AGENT][POSITIVE] Yeah, absolutely. And real quick, do you mind if I get your name?
[CUSTOMER][POSITIVE] Yeah, [PII]. Thank you.
[AGENT][POSITIVE] Thank you. And what's a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, what?
[CUSTOMER][NEUTRAL] Mm uh 01.
[CUSTOMER][NEUTRAL] A A
[CUSTOMER][NEUTRAL] 546
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] MLA.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Can I please get your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Perfect and you said you're requesting more information on a claim, is that correct?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] What's that claim number?
[CUSTOMER][POSITIVE] Oh, I'm sorry?
[AGENT][NEUTRAL] What is the claim number you want to look at?
[CUSTOMER][NEUTRAL] Yeah, one second. Uh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] AA1.
[AGENT][NEUTRAL] Alright, let me look that up for you.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, alright, I was able to pull that claim up for you. Um, I do see it here. It looks like that claim denied stating it was a duplicate of a previously submitted claim.
[AGENT][NEUTRAL] I was able to pull up that original claim for you though, but it looks like that one had benefits payable.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I call in.
[CUSTOMER][NEUTRAL] Uh, [PII], I speak with [PII] as him never received the claim, so I send the mail to [PII]. So I don't know.
[AGENT][NEUTRAL] OK, that's so strange. I do see that we received the claim. It looks like um do you want me to give you just like the claim details on that original claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect let me do that for you.
[AGENT][NEUTRAL] I show on the first one we received, we received it [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like we processed it [PII].
[AGENT][NEUTRAL] I show your claim number here is going to be 3495455.
[AGENT][NEUTRAL] It looks like that claim had benefits payable that were made via a single check.
[AGENT][NEUTRAL] And I have that check number is 1,869,240, uh, in the amount of $67.24.
[AGENT][NEUTRAL] I show that check was received or was issued [PII], and it went to Center for Bone and Joint Surgery in [PII].
[CUSTOMER][NEUTRAL] Oh, I'm, I'm sorry. Sorry, uh, what is the day of the payment? [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. Thank you for your help.
[AGENT][POSITIVE] Yes, my pleasure. Is there anything else I can do to help you with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, I'm sorry, can you repeat your name and um your reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII], first initial, last name, [PII], and then the reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII]. Thank you for you, [PII]. Have a good day.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][NEUTRAL] Bye bye.