AccountId: 011433970860
ContactId: 76971761-afab-47d5-9b1a-226ad302eda5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241759 ms
Total Talk Time (AGENT): 74869 ms
Total Talk Time (CUSTOMER): 104296 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/2025/05/23/76971761-afab-47d5-9b1a-226ad302eda5_20250523T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am just curious to see where one of what the status is on one of my claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not. It's not on this paper that was sent to me from APL.
[AGENT][NEUTRAL] OK. Uh, are you the insured?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Do you have your social or I can look it up by your last name?
[CUSTOMER][NEUTRAL] Yes, I can do that. It's [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I just need your address and your email address.
[CUSTOMER][NEUTRAL] OK, address is [PII]. My email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like, let's see, was this for?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see what we received. It looks like we're needing uh your primary explanation of benefits and then.
[AGENT][NEUTRAL] Uh, like an itemization that shows the diagnosis on the claim?
[CUSTOMER][NEUTRAL] OK, I sent in um the bill, so um hm hm hmm.
[CUSTOMER][NEUTRAL] I guess I need to call the doctor's office to get the itemization bill.
[AGENT][NEUTRAL] Yeah, we just need to see, you know, what procedure was rendered and then the diagnosis on that.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] OK. I will try and get that from the doctor's office and try and get that over to you. Um, I know you have nothing to do with this, but I wish that the APL um program would be more user friendly for us stupid people. It didn't say anything like that. So I just got a letter in the mail that says we may need more documentation.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And that's all it says. So when I go to the website, it doesn't tell me anything.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think what it is is it well it processed today so it will probably load like early next week with the actual remarks that you can see so I think that's there's kind of a lag between time of that so.
[CUSTOMER][NEUTRAL] So, I know it's not.
[CUSTOMER][NEUTRAL] Got you. OK, well, this, this gets me going. I will call the doctor's office to get the itemized billing then.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] And did you say I needed something else too?
[AGENT][NEUTRAL] Uh, your primary explanation of benefits. So, however, do you have like Blue Cross Blue Shield or United Healthcare, Aetna or?
[CUSTOMER][NEUTRAL] UnitedHealthcare.
[AGENT][NEUTRAL] OK, so the EOB from United Healthcare that shows how the claim processed.
[CUSTOMER][POSITIVE] Got you. OK, thank you so very much.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.