AccountId: 011433970860
ContactId: 77ea2a5f-3233-4a9c-8703-17d4ef22bb1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353859 ms
Total Talk Time (AGENT): 135876 ms
Total Talk Time (CUSTOMER): 109229 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/77ea2a5f-3233-4a9c-8703-17d4ef22bb1a_20250124T15:39_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm was trying to go online and see what bills have been paid on my account, but it says I'm not eligible to create an account.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] So, it's [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] Can you spell that for me, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][POSITIVE] OK thank you and then what is your callback number just in case the call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number 02455103.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And I just left my employer, so you probably have [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] But I need to change.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I don't have access to that email just probably I can't set this up.
[AGENT][NEUTRAL] OK, we
[AGENT][NEUTRAL] OK. So, um, looking at the policy, I see that the policy is no longer active.
[AGENT][NEUTRAL] Um, as of [PII] of, right, OK, correct, so when the policy is not active you can't access the online services.
[CUSTOMER][NEUTRAL] Right, I'm looking for old bills.
[AGENT][NEUTRAL] O
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] can you
[AGENT][NEUTRAL] Um, but I can look up for you.
[CUSTOMER][POSITIVE] Perfect. I only know of one that's been paid. I've got one EOB from me, but I don't seem to have any others, and I just wanna make sure because I've just filed an additional that were never filed before. I wanna see what the total is.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Excuse me, the EOB that you.
[AGENT][NEUTRAL] A claim number on it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or rate of service?
[CUSTOMER][NEUTRAL] That is serve 4-1924.
[CUSTOMER][NEUTRAL] And I do have a claim number, 347-7294.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 347-729
[CUSTOMER][NEUTRAL] 294.
[AGENT][NEUTRAL] 294. OK, let me look up that EOB real quick.
[CUSTOMER][NEUTRAL] So that one I know, but I don't know if there's any other EODs that I.
[CUSTOMER][NEUTRAL] Don't have
[AGENT][NEUTRAL] OK, I am showing that this year was paid this one was paid, um, the total benefit was, uh.
[AGENT][NEUTRAL] $15.47 and it was paid to the provider.
[CUSTOMER][NEUTRAL] 6:15.
[AGENT][NEUTRAL] 6:15 40.
[AGENT][NEUTRAL] And was paid to the provider.
[AGENT][NEUTRAL] Digestive hair Healthcare of Georgia.
[CUSTOMER][NEUTRAL] OK. Are there any other?
[CUSTOMER][NEUTRAL] Yes, that's the EOB I have. Are there any other payments paid on this, uh, any other EOBs I don't have?
[AGENT][NEUTRAL] Um, let me look real quick for you. I'm gonna look and see what all we have for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, um.
[AGENT][NEUTRAL] OK. 415347.
[AGENT][NEUTRAL] OK, we have another one that was paid.
[AGENT][NEUTRAL] After that one to [PII].
[AGENT][NEUTRAL] And it was paid in the amount of $333 in finance and it was paid to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are there all of them?
[AGENT][NEGATIVE] That's it that and then it stops. We don't have any more after that.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good weekend and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] You bet bye bye.