AccountId: 011433970860
ContactId: 673f8bbb-fba7-47f9-8124-5b2bc22e105f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555890 ms
Total Talk Time (AGENT): 167847 ms
Total Talk Time (CUSTOMER): 186596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/673f8bbb-fba7-47f9-8124-5b2bc22e105f_20250221T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, I called earlier and spoke to, I spoke to someone and then they sent me over to claims. I'm trying to back, um, send in some claims for like office visits.
[CUSTOMER][NEUTRAL] And the lady had told me that I had received all my benefits for [PII], but I can't, I'm looking through all my folders and I cannot find that. I was wondering if you could give me the date of when I actually did file something for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can give you the dates that we received claim information. Uh, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 126.
[CUSTOMER][NEUTRAL] 2877.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEGATIVE] And it could either be under me, [PII], or my son [PII], but the claims lady said I had completed it for [PII], but I can't find it.
[AGENT][NEUTRAL] OK, alright Miss [PII].
[AGENT][NEUTRAL] Can you, um, we're gonna need to verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Hey, nobody asked me these questions while go. My address is [PII].
[CUSTOMER][NEUTRAL] As far as email, I don't know if my husband would have used the [PII].
[AGENT][NEUTRAL] OK. I actually don't have one. and then what is the cell phone number that's on the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It probably is under his work number I'm gonna say [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate you verifying that information for me alright let's look now on the claim is, are you looking for claims that are for just yourself?
[CUSTOMER][NEUTRAL] Well, I just need to know when the lady sent me over to the claims department. I said I need to, we went back to [PII] to see if I had completed and gotten all my visits for that year. And she said, I did for the year of [PII]. Now she was able to look that up and didn't tell me what it was under my name, my husband's name, or my kid's name. She just said, yes.
[CUSTOMER][NEGATIVE] But my folder that says I should have [PII] claims, I don't have those.
[AGENT][NEUTRAL] OK, I can only give you uh the claims information that's for yourself, um.
[AGENT][NEUTRAL] Let me see how old your son is real quick.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, he, he would have been younger at that time, but um.
[AGENT][NEUTRAL] Yeah, he's
[CUSTOMER][NEUTRAL] He's older now, but then he wasn't. Um, was there a way to get back to the claims department? I mean, that's how the lady looked it up to say yes, you completed all 5 of your claims.
[AGENT][NEUTRAL] Um, I, what I can do is, um, I can't transfer you over there, but I can get them to call you back. I can send in a request to have somebody call you back and go over the claims with you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That'd be great just because I don't know where my folder is saying that those have been filed, but she said they had been, so I just need to to re-clarify that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, Miss [PII], I'm gonna put you on a brief hold while I send in that request to have somebody give you a call back and I'll be right back.
[CUSTOMER][POSITIVE] OK, that'll be perfect.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], I got a quick question for you. The phone number that you gave me in case our call was disconnected to call you back on the um [PII], is that a good number for them to return the call on?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII]. OK, I'm putting this in now, um.
[CUSTOMER][NEUTRAL] Yeah, I talked to somebody earlier. I didn't write down names and any of that kind of stuff, um.
[CUSTOMER][NEUTRAL] So, but yes, that's the number I'm at and if I call after [PII], I'm getting my taxes done at [PII]. So if it were to be that late, I wouldn't be able to answer, but at the same time I could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put a note on that that you are getting your taxes done at [PII] so that they don't call during that time.
[AGENT][NEUTRAL] OK, I'll put a note in there that you're getting those done at [PII], so that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't receive a phone call while you're trying to do your taxes.
[CUSTOMER][NEUTRAL] Exactly. I already got enough stress trying to buy do my gas insurance.
[AGENT][NEUTRAL] Oh my, yes ma'am. OK, well I've got that in for you. You should be getting a call within 24 hours, 24 working hours, so it could be before [PII] today or after [PII] on Monday.
[CUSTOMER][NEUTRAL] OK, that's fine. And how come the lady early, like the first lady I talked to, she was able to go in and give me some dates by looking back. Uh, how come you can't do it and she could.
[AGENT][NEUTRAL] I am not sure about that. I know that we have to verify every single thing or it's a HIPAA violation, and I know that.
[AGENT][NEUTRAL] Um, we're not allowed to give out information as far as claims on anybody else's claim that's in your family if they're over [PII] because that's private information, so I'm not sure, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What happened there?
[CUSTOMER][NEGATIVE] OK, yeah, I just had the time when I told the lady in [PII], she said, you've done them all, but I don't see anywhere in my folder why I claimed it or got paid for it. I just, I'm trying to get caught up, so that's all I need. OK, just tell him to give me a call that'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, and you have a good weekend, Miss [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK thank you alright bye bye.
[AGENT][NEUTRAL] Bye-bye.