AccountId: 011433970860
ContactId: 6d99a700-c749-4402-8ab3-9294d90a8b5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330549 ms
Total Talk Time (AGENT): 98108 ms
Total Talk Time (CUSTOMER): 71827 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6d99a700-c749-4402-8ab3-9294d90a8b5f_20250430T13:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] Good. I wanted to um
[CUSTOMER][NEUTRAL] Check on the status of a claim that I put in.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] [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].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] 023233-38.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] And you're needing to check on a claim that you had filed?
[CUSTOMER][NEUTRAL] Yes, claim number.
[CUSTOMER][NEUTRAL] 358-891-0.
[AGENT][NEUTRAL] OK, I can look that up for you. Hold on one moment.
[AGENT][NEGATIVE] Yes ma'am, we did get it in it was denied it was paid to the provider.
[CUSTOMER][NEUTRAL] Well, let me ask you a question. When you say denied and then paid, what does that mean?
[AGENT][NEUTRAL] We paid the the provider and when you sent the claim in we denied it as duplicate because we already paid the provider previously.
[CUSTOMER][NEUTRAL] OK, so they're saying to me that you didn't pay them. So now I guess I need proof of payment.
[AGENT][NEUTRAL] OK, hold on just a moment, let me pull.
[CUSTOMER][NEUTRAL] So when, when was it paid?
[AGENT][POSITIVE] Yes, ma'am. Let me get that pulled up for you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it looks like we paid $200.
[AGENT][NEUTRAL] And the check number is 186.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] 539 5. Let me see when it was paid.
[AGENT][NEUTRAL] It was paid 7:30 of 24.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Normally, when you, when I, what's the maximum amount that you pay on any particular claim?
[AGENT][NEUTRAL] OK, any benefits given over the phones, not a guarantee of payment, and we pay for outpatient we pay up to $200 per calendar day.
[CUSTOMER][NEUTRAL] Here's why I'm asking.
[CUSTOMER][NEUTRAL] Hm, why did I think it was 300.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the check cleared, the check, you can tell them the check cleared 8, 13 or 24.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Not at this moment. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.