AccountId: 011433970860
ContactId: 6bdd271e-5eb0-4c48-8b4a-ba0730908d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343190 ms
Total Talk Time (AGENT): 99424 ms
Total Talk Time (CUSTOMER): 134656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6bdd271e-5eb0-4c48-8b4a-ba0730908d7d_20250220T17:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] Yes, good afternoon. I was calling to follow up on a claim if.
[AGENT][NEUTRAL] Sure, I can assist you with that. Are you the provider or the insured?
[CUSTOMER][NEUTRAL] I'm, I'm the insurer.
[AGENT][NEUTRAL] Can I have your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] Uh name is [PII].
[CUSTOMER][NEUTRAL] The pay back number.
[CUSTOMER][NEUTRAL] 76.
[CUSTOMER][NEUTRAL] 512
[CUSTOMER][NEUTRAL] 0207.
[AGENT][NEUTRAL] Thank you, [PII]. And what's the policy number that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] I don't have the policy number with me. I don't know if you can find it with the.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what city and state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Could you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your mailing address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the email address that we may have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, really, and the call back number just in case the call is disconnected is the [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Are you sure that's the date, sir? OK. So it's for ER visit.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it wasn't the year. It was a, a hospitalization.
[CUSTOMER][NEUTRAL] I send the UBO4. I, I have the UBO4 form with the.
[CUSTOMER][NEUTRAL] With the application.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It wasn't uh, it was, it wasn't um.
[CUSTOMER][NEUTRAL] Emergency service. It was a hospitalization. I had surgery and everything.
[CUSTOMER][NEUTRAL] Trying to find the fact the pictures that I fax.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] It says that it's not covered. The services provided are not covered, but let me transfer you over to the correct department that can assist you better with this claim, OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey Ms [PII] how are you doing?
[CUSTOMER][POSITIVE] You [PII], I'm good. How are you?
[AGENT][NEUTRAL] Miss [PII], I've never gotten you on the phone. Miss [PII], did I call the right department for HI claims?
[CUSTOMER][NEUTRAL] Um, you probably did. Did you, did you call the uh.
[AGENT][NEUTRAL] APL claim support?
[CUSTOMER][NEUTRAL] Mhm yeah we in that queue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have an insured on the phone. I was trying to help her with the claim. I did, you know, I was able to read the information, tell her it wasn't covered, but she wanna know other stuff, so I don't know anything about it really with HI.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for the policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 972-6887.
[AGENT][NEGATIVE] For [PII], I'm not, I'm not gonna even try to pronounce her last name.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yeah, but she.
[CUSTOMER][NEUTRAL] OK, which client she was calling about?
[AGENT][NEUTRAL] 356-422-0
[CUSTOMER][NEUTRAL] OK, see what this one is.
[CUSTOMER][NEUTRAL] Surgical procedure is not covered.
[CUSTOMER][NEGATIVE] Anesthesia not covered.
[CUSTOMER][NEUTRAL] Yeah, she has got the daily hospital first occurs and emergency accident driver. OK, you can send her on over.
[AGENT][POSITIVE] All [PII], thank you, Ms. [PII]. Hold one moment.
[CUSTOMER][POSITIVE] No problem, OK.
[AGENT][POSITIVE] Hello, Ms. [PII], I'm gonna transfer you over to [PII] so she could better assist you. Thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] Thank you so much. Thanks you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye. Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.