AccountId: 011433970860
ContactId: 5c4c16c5-a425-4112-b8db-901a1c83c779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223699 ms
Total Talk Time (AGENT): 104171 ms
Total Talk Time (CUSTOMER): 90803 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5c4c16c5-a425-4112-b8db-901a1c83c779_20250210T19:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, I need to check the status of a few claims please.
[AGENT][POSITIVE] Yes, ma'am. I will be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Alrighty, my name is [PII] Uh the member's policy number is 02297076 M as in Mary, L as in love, the number 8.
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Alrighty, thank you so much for that information. Let me.
[AGENT][NEUTRAL] Get that pulled up. OK, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. It looks like Ginger is the insured on this medical supplemental plan and you did say you want to check status of some claims, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes, ma'am, date of service, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Oh, let's see, [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Don't have anything, hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Tell me the address you're sending the claims to.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Alrighty hold on just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] pull that card back up.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I don't have a, um, I don't have a card on file. It's [PII].
[AGENT][NEUTRAL] Yes, ma'am, that is correct. Yes, ma'am, that is our correct address, yes ma'am. So I would just just go ahead and refile that claim because we apparently did not get it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, the next day of service is [PII].
[AGENT][NEUTRAL] No, ma'am, don't have that one either.
[CUSTOMER][POSITIVE] Goodness gracious, alright, let's try [PII] 23.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] No, ma'am, don't have that one either.
[CUSTOMER][POSITIVE] Good gravy. OK, 2 more. [PII], 23.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and [PII] 24.
[AGENT][NEUTRAL] [PII] 2024, no claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's, that's crazy, but yeah, we do not have any of those. So just make sure that you, yeah, resubmit the, uh, original claim along with that primary EOB so we can coordinate that benefit.
[CUSTOMER][POSITIVE] OK, perfect. I will.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I sure will. Thank you so much.
[AGENT][NEUTRAL] Well, yes, ma'am. Is that all that I can help you with, [PII]?
[CUSTOMER][POSITIVE] That'll do it today. I appreciate your help.
[AGENT][POSITIVE] OK. Yes, ma'am, and thank you, [PII] for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, hon.