AccountId: 011433970860
ContactId: 51c7d8bb-6463-4da7-9142-7c660de35697
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355760 ms
Total Talk Time (AGENT): 116554 ms
Total Talk Time (CUSTOMER): 156317 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/51c7d8bb-6463-4da7-9142-7c660de35697_20250407T22:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I just got, I got a, a thing in the mail saying that, uh, a claim was put in to my policy under this insurance, but I don't have it anymore, so I need to find out what company what or what doctor's office if it was that.
[CUSTOMER][NEGATIVE] Put this in so I can give them my new insurance information so they, they aren't trying to get money for you guys. I haven't had your insurance in a while.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I have uh.
[CUSTOMER][NEUTRAL] Right, it's on the paper here. Uh, hang on a minute. Uh, I don't, I don't have it here. I don't think.
[AGENT][NEUTRAL] OK, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, my last name is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, did it say which policy it was that it was, is it like your, um, dental or disability?
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] Uh, um, it doesn't really say, uh, hang on, um.
[AGENT][NEUTRAL] And we have several policies.
[CUSTOMER][NEUTRAL] We, we received the claim from your policy and we received the claim as started, uh, case additional information medical.
[CUSTOMER][NEUTRAL] Uh, medical services for the claim to be processed, processed or whatever.
[AGENT][NEUTRAL] OK, let me see what we got.
[AGENT][NEUTRAL] OK, just need to verify a few pieces of information. What is your birthday?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I changed my mind.
[AGENT][NEUTRAL] OK, yeah, I show the policy terminated 11-17-2024.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it looks like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We received a claim from LMC Heart and Vascular Center for [PII].
[AGENT][NEUTRAL] So that was for our office visit.
[CUSTOMER][NEUTRAL] [PII] uh uh what was it called heart and vascular.
[AGENT][NEUTRAL] Uh, yes, Heart and vascular LMC Heart and Vascular Center.
[CUSTOMER][NEUTRAL] I INC Heart and Blasville, um, you for August what?
[CUSTOMER][NEUTRAL] So I should have had you guys still then.
[AGENT][NEUTRAL] Yes, you did, um, so it looks like.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] That's the last claim.
[AGENT][NEUTRAL] Yeah it looks like they.
[CUSTOMER][NEUTRAL] Cause I just got this letter saying that, you know.
[AGENT][NEUTRAL] Yeah, it looks like they billed $240.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Uh, it looks like their benefit maximum for the data service was met.
[AGENT][NEUTRAL] Let me see what the deal was.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I'm looking at your claims give me one moment.
[CUSTOMER][POSITIVE] Yes, ma'am, no worries.
[AGENT][NEUTRAL] OK, yeah, because it looks like we had paid that out.
[AGENT][NEUTRAL] Um, pay out the $100 for the office, or you had two procedures that day.
[AGENT][NEUTRAL] Maybe EKG it looks like possibly I'm not I can look up the codes, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But I had insurance through you at that time.
[AGENT][NEUTRAL] But I
[AGENT][NEUTRAL] Yes, you did.
[AGENT][NEUTRAL] Yeah, active policy. Yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, I just wanna make sure I don't have anything outstanding.
[CUSTOMER][NEUTRAL] Any of my doctors might have billed you after my my insurance lapsed and I got my new insurance.
[AGENT][NEUTRAL] Oh, OK, yeah, I know this was during the time period that you were covered, so we paid out the $100 benefit, um, for that date so.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, so you don't see anything in there that shows anything after the date that I, uh, left your, uh, the company that you guys insured through and started with my new company.
[AGENT][NEUTRAL] I do not.
[AGENT][NEUTRAL] Yeah, I don't show any dates of service after that, yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] It's because my, the company, the company that I was working for through the temp agency just wrote out my contract and then I started with them and left you got, you know, left that company and I got a new insurance. So, you know, I just wanted to make sure I didn't have anything outstanding. I didn't have to call any of my doctors to try to get everything straight, you know, to make sure that they didn't bill you by accident.
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, I understand. Yeah, don't see anything after that, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK, excellent. Thank you very much. I appreciate your time.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good evening.
[CUSTOMER][POSITIVE] Thank you. Your name is? I'm sorry?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK. Thank you, [PII]. I appreciate it. Have a good night.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK thank you you too bye.
[CUSTOMER][NEUTRAL] Bye bye.