AccountId: 011433970860
ContactId: 5f75cbe0-e9fc-45e5-aa28-7b661d600e59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409260 ms
Total Talk Time (AGENT): 144541 ms
Total Talk Time (CUSTOMER): 100433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5f75cbe0-e9fc-45e5-aa28-7b661d600e59_20250418T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? My name is, uh, [PII].
[CUSTOMER][NEUTRAL] And I just received a bill, uh, from [PII].
[CUSTOMER][NEUTRAL] $690.
[AGENT][NEUTRAL] Did you say $790?
[CUSTOMER][NEUTRAL] And to see what you guys get.
[CUSTOMER][NEUTRAL] No 690.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if you guys can uh.
[CUSTOMER][POSITIVE] Take care of that.
[AGENT][NEUTRAL] Yes, do you have your policy number?
[CUSTOMER][POSITIVE] Mm yes I do.
[AGENT][NEUTRAL] OK. And then what would that policy number be?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Would it be a good number?
[AGENT][NEUTRAL] Uh, it might say member ID or policy er number.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][POSITIVE] Mm, can I go good.
[AGENT][NEUTRAL] There should be like some letters and numbers in there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me check another card.
[CUSTOMER][NEUTRAL] Cause I don't see anything on this one.
[AGENT][NEUTRAL] OK, I can look you up by your social too. This is your policy, right?
[CUSTOMER][NEUTRAL] Oh let's use a group number.
[AGENT][NEUTRAL] OK. What's the group number?
[CUSTOMER][NEUTRAL] 16944
[CUSTOMER][NEUTRAL] I see another number here. I don't know if it's gonna help you out.
[AGENT][NEUTRAL] OK, you can give it to me.
[CUSTOMER][NEUTRAL] It's in hospital benefit card number.
[AGENT][NEUTRAL] OK, what's that one?
[CUSTOMER][NEUTRAL] OK 0165.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says it says here in hospital benefit card number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, um, certain number.
[AGENT][NEUTRAL] OK, yes. Mhm.
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] That's OK 01659701.
[CUSTOMER][NEUTRAL] NL [PII].
[AGENT][POSITIVE] OK, perfect. That's the one that I needed and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what's the mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then it looks like we don't have an email on file. Would you like to add one?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you're saying that you received a bill from [PII] for $690?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you wanted to see if, um, your policy would cover this charge?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what plan you have with us.
[AGENT][NEUTRAL] OK, so on our APO website, it's [PII], there is a med link claim form.
[AGENT][NEUTRAL] That you will fill out along with
[AGENT][NEUTRAL] Uh, your itemized bill, um, it'll also say say at the top of this claim form exactly what you need and then you can mail this back into it. You can mail this to us to our claims department or you can fax it to the claims department and then they will review the claim and then let you know if it's covered or not.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] they are
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] And then I can also email you this claim form if you would like.
[CUSTOMER][NEUTRAL] OK, send it to [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I send you the information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, so you would fill out this claim form and it says that you need an itemized bill with diagnosis from the provider.
[CUSTOMER][NEUTRAL] OK, that will be on there?
[CUSTOMER][NEUTRAL] When she opens it up and all that because I'm.
[CUSTOMER][NEUTRAL] I'll have my wife do that.
[AGENT][NEUTRAL] OK. I mean, she can fill it out for you, but we'll need your signature on it.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, yeah, of course, alrighty, I'll do that.
[AGENT][POSITIVE] OK, all right, yeah, I will send this over to you right now. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Yeah right
[CUSTOMER][POSITIVE] No ma'am thank you so much and happy [PII].
[AGENT][POSITIVE] Yeah, of course, you too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK, bye.