AccountId: 011433970860
ContactId: 6cf77832-5b0b-4558-b760-73ce1b19885a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268950 ms
Total Talk Time (AGENT): 78696 ms
Total Talk Time (CUSTOMER): 88022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6cf77832-5b0b-4558-b760-73ce1b19885a_20250603T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check to see if you guys received a claim.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] 01935551 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Uh yeah, I need to know if this policy is active and if you did get a um claim that we sent out anyway.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy.
[AGENT][NEUTRAL] Hold on just a moment, let me see if it's still active for family.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I apologize. She is no longer on this policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, what was it termed?
[AGENT][NEUTRAL] Now, he is still active but she's no longer on here. Um, hold on just a moment, I can tell you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the, the date of service in question that we sent to you was [PII]. Did you get it?
[AGENT][POSITIVE] OK, I can check on that for you.
[CUSTOMER][NEUTRAL] Send it out in January.
[AGENT][NEUTRAL] Yes ma'am, hold on one moment.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Campfire shooting for you. Let me know what you think.
[AGENT][NEUTRAL] No ma'am, I'm not showing when we received that claim.
[CUSTOMER][NEUTRAL] I know chickens can.
[CUSTOMER][NEUTRAL] OK, can you check another date for me for the same patient?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] To make sure that you got this one is [PII] for $3,988.
[AGENT][NEUTRAL] No, ma'am, we did not get that one.
[CUSTOMER][NEUTRAL] OK, can I have a mailing address for you please? and I'll send it in the mail with the explanation of benefits from her primary.
[AGENT][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK [PII], you have a great day thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.