AccountId: 011433970860
ContactId: 5f1368dc-7de2-412f-8ece-20f382b1f458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335230 ms
Total Talk Time (AGENT): 145237 ms
Total Talk Time (CUSTOMER): 154128 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5f1368dc-7de2-412f-8ece-20f382b1f458_20250305T17:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], uh, you're in the hospital and the accidental too?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I have a provider, uh, calling in reference to a claim. I, I think I have the right department. Let me let you look at the policy.
[AGENT][NEUTRAL] Alright, what's the policy?
[CUSTOMER][NEUTRAL] 2300305
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Uh, it's for [PII] is the provider calling.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I recognize your voice, but I didn't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so
[AGENT][NEUTRAL] They're calling for claim status.
[CUSTOMER][NEUTRAL] Yeah, he's uh calling on claim 352-550-9.
[AGENT][NEUTRAL] Let me get that pulled up, got you.
[AGENT][NEUTRAL] And this is the provider.
[CUSTOMER][NEUTRAL] It's the provider, yes, uh, callback number is the number coming up.
[AGENT][POSITIVE] Cool beans. We got out, yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty. I will be happy to help, [PII]. Thank you, [PII]. You have a great day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh, OK. You're welcome. Here he comes. Thank you.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] [PII], hi, this is [PII] and I understand that you were needing claim status for a Timmy Shaver.
[CUSTOMER][NEUTRAL] Uh, yep, hi, my name is [PII] calling on behalf of West uh Medical Group to check on the status of payment. Please be informed that this call is recorded and monitored for quality and training purposes. Hi, good afternoon.
[AGENT][POSITIVE] Hi, how are you doing today?
[CUSTOMER][POSITIVE] Yeah, it's very good. And what about you? Thank you for asking. Mhm.
[AGENT][POSITIVE] I'm doing good, thank you for asking. [PII], it would be my pleasure to assist you with that claim information. And what, do you have that data of service or claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I have the claim number. Claim number is going to be.
[CUSTOMER][NEUTRAL] 352
[CUSTOMER][NEUTRAL] 5509
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Facility name is going to be Augusta Medical Group.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. [PII], we did receive that claim on [PII] and processed on [PII]. And how can I help you with that claim information?
[CUSTOMER][NEUTRAL] OK, so can you just spell out the name for me please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you just verify how the claim process it's primary or secondary?
[AGENT][NEUTRAL] Uh this is a supplemental accident policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, could you verify secondary or permanent tertiary?
[AGENT][NEUTRAL] It's a supplemental. It's just an accident policy to provide a different additional benefits for injury due to an accident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you send another insurance listed as primary, secondary or in?
[AGENT][POSITIVE] That's right. It's just an, an additional benefit.
[AGENT][NEUTRAL] Policy for accidental.
[AGENT][NEUTRAL] This green cowboy caviar is one of our most popular recipes. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, no, no, uh.
[CUSTOMER][NEUTRAL] Uh, like, is there any other insurance listed as primary, secondary, or socially in your end?
[AGENT][NEUTRAL] No, this, this policy is not dependent on any other insurance coverage.
[CUSTOMER][NEUTRAL] OK, perfect. So may I know the policy original effective date please?
[AGENT][NEUTRAL] Effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, can you just repeat that for me?
[AGENT][NEUTRAL] [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK, there's no terms, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get, is there any lapse in the policy?
[AGENT][NEUTRAL] No lapse in the policy.
[CUSTOMER][POSITIVE] No lapse, perfect. And is there any update on the policy?
[AGENT][NEUTRAL] Can you repeat that?
[CUSTOMER][NEUTRAL] Is there any updates like the coordination of benefit updates? OK. So finally, can I get the mailing address?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] The, what type of mailing address?
[CUSTOMER][NEUTRAL] It's for refunds.
[AGENT][NEUTRAL] I'm sorry. Repeat that one more time.
[CUSTOMER][NEUTRAL] Uh, no, for like, I just need to refund mailing address just for the accommodation purpose.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] So that's all for this call, uh, sure, so can I get the call reference number?
[AGENT][NEUTRAL] Call reference number would be my name and today's date.
[AGENT][NEUTRAL] And I spell my name, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] [PII]. Perfect. So yeah, that's all for this call. Thank you so much for all the information.
[AGENT][POSITIVE] It's been, been my pleasure and thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, thank you.