AccountId: 011433970860
ContactId: 4d01c250-230c-43c1-839e-f0ff820e8a5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228100 ms
Total Talk Time (AGENT): 86110 ms
Total Talk Time (CUSTOMER): 54589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4d01c250-230c-43c1-839e-f0ff820e8a5d_20250131T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling regarding a claim that was paid, um, but it looks like the policy terms. I'm just trying to see how do we go about getting the money back to you guys.
[AGENT][NEUTRAL] OK, let's take a look here. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02344903.
[AGENT][NEUTRAL] All right, thank you, [PII]. Let me just pull this up here. Give me a sec.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can I get the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And is there a specific claim number that we have that we're referencing?
[CUSTOMER][NEUTRAL] Um, it's going to be for, I don't have the claim number, just the date of service.
[AGENT][NEUTRAL] OK. No, that works also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one second, I'm sorry. I thought I had it pulled up here.
[CUSTOMER][NEUTRAL] It's for data service 132024.
[AGENT][NEUTRAL] 13 OK let me see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I want to say the EOB says 1524 because there was a processing issue, but it was for data service 13 of [PII].
[AGENT][NEUTRAL] Yeah it looks like it was, it shows a couple different dates like [PII] and [PII]. I see that here, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, yeah, and it looks like.
[AGENT][NEUTRAL] It was a pay to date of [PII]. So, uh, to send it back you would um mail it to let me give you the PO box whenever you're ready.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII]?
[AGENT][NEUTRAL] Uh, you can mark it just attention to.
[CUSTOMER][NEUTRAL] You can
[AGENT][NEUTRAL] Attention claims and of course it's American public life.
[CUSTOMER][POSITIVE] Got it. Thank you so much. I will get with our finance team and get that sent back to you guys.
[AGENT][POSITIVE] All right, thanks [PII]. I appreciate it. Anything else?
[CUSTOMER][NEUTRAL] Uh, can I just get a reference number for the call and that'll be it.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great weekend.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.