AccountId: 011433970860
ContactId: 7121eb8f-8fc9-4d7c-a9e1-1a37deb88cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160179 ms
Total Talk Time (AGENT): 92584 ms
Total Talk Time (CUSTOMER): 60365 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/7121eb8f-8fc9-4d7c-a9e1-1a37deb88cf6_20250213T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] and I'm trying to check the status of a claim.
[AGENT][NEUTRAL] Yes, ma'am, and
[CUSTOMER][NEUTRAL] I resubmitted the claim.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I resubmitted this claim in.
[CUSTOMER][NEUTRAL] On in January and I I checked your website and it's still there's still no claim on file so I need to know if your website's just not been updated.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am. Well, go ahead [PII] and give me a good policy number and I'll be glad to check that information for you.
[CUSTOMER][NEUTRAL] 02446499
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, thank you so much for all that information and now your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Well, looks like [PII] is the insured on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Day service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is your timely filing deadline?
[AGENT][NEUTRAL] We do not have a timely filing limit here at APO at all.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty. How much is your bill for on 38?
[CUSTOMER][NEUTRAL] Total total bill is $259 259 dollars with the secondary balance.
[AGENT][NEUTRAL] That's for an office visit. Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, secondary balance of 103 39.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, I do show that we have processed that claim. Uh, office visits are not covered here at all. Now you want me to fax you over an EOB?
[CUSTOMER][NEUTRAL] Would you please?
[AGENT][NEUTRAL] Uh, sure. Will you give me a good fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 25. Yes, ma'am. My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] And may I have your name please?
[AGENT][NEUTRAL] And let me repeat that back to my bank and then make sure I'm keying this in correctly. That's area code [PII]. Was that your correct fax number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, well, give me about 5 minutes on that, and is that all I can help you with?
[CUSTOMER][NEUTRAL] Do you have a call reference number for this call?
[AGENT][NEUTRAL] No, we don't give call reference numbers on it, but you can use my name in today's date, OK?
[CUSTOMER][POSITIVE] Thank you, thank you for your help have a great day.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. You as well, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh.