AccountId: 011433970860
ContactId: 7af70eed-0016-499d-b3f2-5e1a66d1614a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501690 ms
Total Talk Time (AGENT): 165837 ms
Total Talk Time (CUSTOMER): 132257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7af70eed-0016-499d-b3f2-5e1a66d1614a_20250430T19:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured spouse on the phone. He is on the policy. Um, he's saying that claims is requesting more information on a claim, and he
[CUSTOMER][NEUTRAL] I'm not, I don't have access to clients, so he needs to speak to somebody to see what they they need.
[AGENT][NEUTRAL] OK, perfect. Do you have his policy number?
[CUSTOMER][NEUTRAL] I do it's 224-9403.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I can talk to him.
[CUSTOMER][POSITIVE] All right, thank you, and here he is.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, this is [PII] on the care team. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm not sure if you have my information in front of you or not.
[AGENT][NEUTRAL] Yes, I have it pulled up. You're checking on a claim and was that for your spouse? Is that right?
[CUSTOMER][NEUTRAL] Yeah, uh, my wife was the policy holder and I was one of the.
[CUSTOMER][NEUTRAL] People insuring
[CUSTOMER][NEUTRAL] I think there's a claim out of Riverview and you guys needed more more information.
[AGENT][NEUTRAL] Uh, what date was that for?
[CUSTOMER][NEUTRAL] I, I really don't know. I'm calling on a whim, to be honest with you.
[AGENT][NEUTRAL] You know if it was from [PII] or [PII]?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I'll just call you guys back and see what I can find out.
[AGENT][NEUTRAL] Yeah, if you can gather the information like the what date of service and um or if you have like the bill charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is it possible to look up something for [PII]?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] On a separate issue.
[AGENT][NEUTRAL] Is it a claim for herself as well, or is it for you or?
[CUSTOMER][POSITIVE] Yes, it's for me it's for me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, and uh you know what date in July that was for?
[CUSTOMER][NEUTRAL] Uh, I wanna say like it was like either like.
[CUSTOMER][NEUTRAL] [PII] or [PII], I can't remember the exact day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe [PII].
[CUSTOMER][NEUTRAL] In a Monday or a Sunday?
[AGENT][NEUTRAL] Sure, let's see.
[CUSTOMER][NEUTRAL] My [PII] was a Saturday. [PII].
[AGENT][NEUTRAL] Yes, it's [PII]'s, uh-huh.
[CUSTOMER][NEUTRAL] Did did I put in a claim on that?
[AGENT][NEUTRAL] Um, let's see, so it looks like I'm trying to see what happened here, um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that for an emergency room claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We needed additional information to process, but they don't have a note as to what the additional information is. Let me see.
[CUSTOMER][NEUTRAL] I think this might be the claim and question that I that I'm initially calling about.
[CUSTOMER][NEUTRAL] Because um
[CUSTOMER][NEUTRAL] I think they need some type of an address or something.
[AGENT][NEUTRAL] Pull up the claim and see what's going on.
[CUSTOMER][NEUTRAL] This is this is now in collections actually.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, it's got a copy of the check attached, but I don't know. I don't understand what.
[AGENT][NEUTRAL] Oh, so yes, so the it looks like it returned to us because the provider's office or provider was an incomplete missing or incorrect lock box number.
[CUSTOMER][NEUTRAL] Sent check.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Lockbox.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Number?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there a phone number anywhere for them that you could see?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't know why it doesn't have.
[AGENT][NEUTRAL] Let me pull up the other correspondents. Hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah, let me look at this other, well there's several entries on here, and I'm not sure what.
[AGENT][NEUTRAL] OK, 76, let me pull up this one. There's a.
[AGENT][NEUTRAL] Number
[AGENT][NEUTRAL] OK, let's see if they have a number, um, the tax ID.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And who, who sent it back? I get the post office or FedEx or something?
[AGENT][NEGATIVE] Right, the post office did because we tried to mail them a payment and then it came back to us because the address was incorrect.
[CUSTOMER][NEUTRAL] OK, so you, you need the right address to mail the payment to, is that what I'm, I'm getting from this?
[AGENT][NEUTRAL] Yeah, we actually, we would need a corrected claim with the right address, um, because the claim they submitted has the wrong address that we keep, we kept trying to send to and it just keeps coming back.
[CUSTOMER][NEUTRAL] And just so because I'm gonna have to call and fight with them what what address do you have?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, corrected claim with the right address.
[AGENT][NEUTRAL] Yes, cause it
[CUSTOMER][NEUTRAL] And what's this claim number?
[AGENT][NEUTRAL] This claim number, let's see.
[AGENT][NEUTRAL] 354-315-1.
[CUSTOMER][NEUTRAL] 354-315-1 and then just so it makes my life easier what who could I what's the number that I can call once I get it sorted out with the medical place?
[AGENT][NEUTRAL] Um, we make extensive notes, so you can just call this number back.
[CUSTOMER][NEUTRAL] Alright, because I went through a ton of prompts.
[AGENT][POSITIVE] Oh yes, you'll
[CUSTOMER][NEUTRAL] I don't know if there's just like a direct.
[AGENT][NEUTRAL] It's the [PII] or hold on a second, sorry.
[CUSTOMER][NEUTRAL] It's go ahead sorry.
[AGENT][NEUTRAL] Oh no, you're fine. I, I don't know why I'm drawing a blank.
[AGENT][POSITIVE] Oh, well, mine, mine's drawing a blank. Oh my goodness gracious, wow.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] 6 years. Alright, I'll try and get this uh figured out today. Alright, cool, thank you for the info.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.