AccountId: 011433970860
ContactId: 6675143e-227b-4326-991b-571a8def67f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294549 ms
Total Talk Time (AGENT): 94284 ms
Total Talk Time (CUSTOMER): 184801 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/6675143e-227b-4326-991b-571a8def67f4_20250314T16:21_UTC.wav
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[CUSTOMER][NEUTRAL] I think that
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Yes, I'm not quite sure I understand this, um.
[CUSTOMER][NEUTRAL] I don't know if it's a bill if it's been paid or what maybe you could explain it to me.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And my claim number policy number is, uh, I guess it's I do the policy number or the reference number?
[AGENT][NEUTRAL] The policy number, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's uh 01.
[CUSTOMER][NEUTRAL] 792111
[AGENT][NEUTRAL] OK, Miss [PII], let me look up your policy real quick.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh huh, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons can you please give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, my phone number is [PII]. I'm calling from my job phone. This is.
[CUSTOMER][NEUTRAL] But my, and you said my what again? I'm sorry.
[AGENT][NEUTRAL] Your physical address and email address.
[CUSTOMER][NEUTRAL] I gave you my
[CUSTOMER][NEUTRAL] OK, um, my address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. I appreciate you giving me that information and the number that you just gave me, if we get disconnected, is that a good call back number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEGATIVE] Uh, yeah, but you can call me on my cell phone. I'm just wasting my, my phone. I'm on my desk, so you can call me on my cell phone, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Thank you so much. OK, so looking, looking at the policy, you had a claim that you wanted me to check for you, is that correct?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I, well, I, I think I understand it now. It says bill charges.
[CUSTOMER][NEUTRAL] $173 but I looked up in this corner and said this is not a bill, so does that mean they're going to send it to me or
[CUSTOMER][NEUTRAL] Uh, cause it says total benefit.
[AGENT][NEUTRAL] Is it an explanation?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is it an explanation of benefits?
[CUSTOMER][POSITIVE] Yes, my, yeah, good, yes, right he provide a service integrity Medical Group.
[CUSTOMER][NEGATIVE] None covered service.
[AGENT][NEUTRAL] Right, OK, so do you have a claim number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, the claim number is for it to look a few policy number.
[CUSTOMER][NEUTRAL] Check date, um, reference that reference number? No, I just told you that, didn't I?
[CUSTOMER][NEUTRAL] Oh yes ma'am, I'm sorry, it's 357.
[CUSTOMER][NEUTRAL] 2919
[AGENT][NEUTRAL] OK, thank you Miss [PII]. I've got the um claim pulled up right now and I'm showing that the claim was denied because office visits are not covered under your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Under my APL.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, uh OK.
[CUSTOMER][NEGATIVE] So why didn't they send me a return envelope so I could pay this?
[AGENT][NEUTRAL] Uh, we don't send the bill.
[CUSTOMER][NEUTRAL] Oh, you don't. So I will get it. um, I just got it in the mail yesterday, so I was just trying to see what else is this, you know what I'm supposed to do after I went on and just send it in. OK, well, I'm just waiting for a bill then.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. All right. And is there anything else I can help you with, Miss [PII], before we go?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, that's all I was just trying to understand. They said that my, my.
[CUSTOMER][NEUTRAL] This APL wasn't covered under office visits.
[CUSTOMER][NEUTRAL] Visit, that's what you said, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, well, that's all I needed to know. I just want to get it put in the mail and and pay it, so I'll just wait for my bill, and I thank you so much for your time and patience.
[AGENT][POSITIVE] Well, you're so welcome, Ms. [PII], and I hope you have a wonderful weekend and we definitely appreciate you calling APL.
[CUSTOMER][POSITIVE] And as long as the Lord is in charge, I'm going to be alright, and you see with you and your family, ma'am.
[AGENT][POSITIVE] Thank you, and absolutely.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, bye bye bye bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].