AccountId: 011433970860
ContactId: 6b32b422-f10d-41b9-b806-1f1a17151779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290579 ms
Total Talk Time (AGENT): 91584 ms
Total Talk Time (CUSTOMER): 98665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6b32b422-f10d-41b9-b806-1f1a17151779_20250507T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling in regards to a claim.
[AGENT][NEUTRAL] OK. Are you with the provider's office?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Is it for yourself?
[CUSTOMER][NEUTRAL] Yes, and for myself and my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] Uh, policy number is 2,307,790.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Can I have your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I just need your address and your email address.
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[CUSTOMER][NEUTRAL] I hope
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, actually, I see we don't have an email address set up. Do you want to add one to your file?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what, what was that again? [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] T H M E
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, we're checking on a claim for yourself and your spouse, is that right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, what date was it for yourself? What date of service?
[CUSTOMER][NEUTRAL] Um, oh,
[CUSTOMER][NEUTRAL] What did I put?
[CUSTOMER][NEUTRAL] I was 318 25.
[CUSTOMER][NEUTRAL] 318 [PII].
[AGENT][NEUTRAL] 1825. OK, let me see what we have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it looks like we're just waiting on confirmation of eligibility from the employer. So once that's received it and we'll go through for processing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] From the employer? What do you mean?
[AGENT][NEUTRAL] Um, it's like.
[AGENT][NEUTRAL] Well, it's your benefits in a card. We have to receive an eligibility file from them just verifying that it's still eligible.
[AGENT][NEUTRAL] And that's that's what we're waiting on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, cause I don't, I don't have this policy through my employer.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, I do and I don't. That's true City Club.
[AGENT][NEUTRAL] Your union, is that your employer?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] No, I'm more like a
[CUSTOMER][NEUTRAL] I never know what to call it.
[AGENT][NEUTRAL] Union Bank and Trust Company.
[CUSTOMER][NEUTRAL] It's like only for employees, mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] How I think to do.
[CUSTOMER][NEUTRAL] It's called a AEsa or um but then they go through you to something else.
[AGENT][POSITIVE] Yeah, so it looks like big benefits in a card handles the eligibility transmissions to us, and that that's what we're waiting on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So once we receive confirmation of eligibility, we've got the claim and then once we receive that, it'll be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And was it a similar date for your spouse?
[CUSTOMER][NEUTRAL] Yeah, no, well, the first one was for myself and the next one was for my husband, but it was the same thing. I got a letter saying the same thing, verification of um.
[CUSTOMER][NEUTRAL] To see if um
[CUSTOMER][NEUTRAL] You know, within the policy, I guess.
[AGENT][NEUTRAL] Yeah it looks like same thing for him so we're just like I said waiting on that eligibility confirmation and then once that's received these will go through for processing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] Well, I appreciate your time.
[CUSTOMER][NEUTRAL] No, that's, that's about it.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You do too. Thank you so much.
[CUSTOMER][NEUTRAL] Bye bye