AccountId: 011433970860
ContactId: 4b45721e-43db-4400-9e8a-e4d295aa9265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203059 ms
Total Talk Time (AGENT): 58961 ms
Total Talk Time (CUSTOMER): 126231 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/4b45721e-43db-4400-9e8a-e4d295aa9265_20250314T18:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm OK. I have an insured on the line who needs some help with a claim. Um, I offered her a call back. She wants to speak to somebody about some claims. Can you help her with that?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 02557208
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] I think it's [PII] is her last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's flustered because she says that she's getting bills from I guess this elite imaging and the last two claims that I see on there she's wondering if any claims were submitted for [PII] and I told her that yeah I did see a couple claims she wants to know what their billing is for and I'm like.
[CUSTOMER][NEUTRAL] You know, it looks like it was, it would have been for X-rays and she's like, yeah, but for what? Like a CT scan, a blah blah blah. She's like, can you not tell me what these procedure codes are? I'm not familiar with that kind of stuff.
[AGENT][NEUTRAL] Let me take a look. He says for the [PII] claim.
[CUSTOMER][NEGATIVE] Yeah, and there were 2, and she's like getting frustrated with me because she's like, well you guys paid claims and you don't even know what it was for, and I'm like.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yeah, all three of them was just X-rays.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That was the imaging was X-rays.
[CUSTOMER][NEGATIVE] Would you mind just going over those couple with her because like she's frustrated with me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, thank you. Do you want her callback number?
[AGENT][NEUTRAL] Sure, what's that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how, what are you calling her by her first name or her last name? Her last name is [PII], you said?
[CUSTOMER][NEUTRAL] Yeah, so I was calling her Miss [PII] because yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you I appreciate you, here she comes.
[AGENT][POSITIVE] Uh-huh. You're welcome.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to a
[AGENT][NEUTRAL] Hi, yes, the representative sent you to me. You have some questions regarding the [PII] data service.
[CUSTOMER][NEUTRAL] Yeah, yeah, there were two explanation of benefits that I just received in different mailings, but they were all from the same date. I was curious what was submitted to you and that you paid out for. What procedures. I have the billing codes and she was unable to assist on that, so.
[AGENT][NEUTRAL] OK. So it looks like these particular claims came from Elite Imaging. It looks like one of the claims were for.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, X-ray of the hand and then the other was an X-ray of the hip and pelvis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, so it was the two hands and then the hip and the pelvis.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect, thank you so much. You have a great day and have a nice weekend.
[AGENT][POSITIVE] You too, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.