AccountId: 011433970860
ContactId: 4f77f60f-2b29-449c-a47d-008823e6536d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342730 ms
Total Talk Time (AGENT): 110387 ms
Total Talk Time (CUSTOMER): 116278 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/4f77f60f-2b29-449c-a47d-008823e6536d_20250528T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I'm calling to check claim status.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number here for this member would be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02587225
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth for this member would be [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then do you have that, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Total bill
[CUSTOMER][NEUTRAL] 500 $588.
[AGENT][POSITIVE] Got it OK thank you one moment please.
[AGENT][NEUTRAL] Alright, I'm showing that we've received any claims for that date of service.
[CUSTOMER][NEUTRAL] No claims on file?
[AGENT][POSITIVE] Correct
[AGENT][NEUTRAL] Um, I do have a mailing address, fax number, and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK, I'll take the fax number. One moment. Claim not on file. 23 yeah fax and that fax number.
[AGENT][POSITIVE] Sure, let me you're ready.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there a reference number for this one, [PII]?
[AGENT][NEUTRAL] Sure, it'd be my first name, last initial and state, uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I do have one other one.
[AGENT][NEUTRAL] Was this for the same member or a different number?
[CUSTOMER][NEUTRAL] It's a different member.
[AGENT][NEUTRAL] OK, if you would be just a moment, I will let you know when I'm ready for that, uh, next policy number.
[CUSTOMER][NEUTRAL] OK, I'm pulling it up now just.
[CUSTOMER][NEUTRAL] That next policy number here would be.
[CUSTOMER][NEUTRAL] 1,423,890
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for this please?
[CUSTOMER][NEUTRAL] [PII]'s name here would be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it thank you and uh what was the date of service for this one, please?
[CUSTOMER][NEUTRAL] Data service for this claim here is for uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, that was [PII] for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I don't show that we have any claims on file for this state of service either for this number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we sent it let me see if we how we sent this if we even sent it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, we sent it via paper and we mailed it to [PII].
[AGENT][NEUTRAL] Um, we can verify that that address that you have is correct. Do you have the [PII] address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, uh, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that is correct, um, might have just gotten lost I guess or we just hadn't received it yet, um, but yeah, you can either do that address fax number or I can give you that payer ID.
[CUSTOMER][NEUTRAL] I just went ahead and um address is correct.
[CUSTOMER][NEUTRAL] What's that payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well. Thank you, ma'am.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.