AccountId: 011433970860
ContactId: 7cf8254b-f817-4dd6-8d4b-a4a088f579a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343750 ms
Total Talk Time (AGENT): 141464 ms
Total Talk Time (CUSTOMER): 127354 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7cf8254b-f817-4dd6-8d4b-a4a088f579a9_20250115T17:16_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I need to check on the claim that was sent in the end of November, and I haven't heard anything yet.
[AGENT][NEUTRAL] OK, sure, I can assist you with the claims and you're calling from a provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] It's a personal policy. It's my husband's policy.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]
[AGENT][NEUTRAL] What's the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Sure it's 98.
[CUSTOMER][NEUTRAL] 17234
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What is um the date of birth?
[CUSTOMER][NEUTRAL] Um, mine, I'm the patient.
[CUSTOMER][NEUTRAL] Is that the one you need?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I need uh the mailing address on file, Miss [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright let me look at the client.
[AGENT][NEUTRAL] OK, and what, um, what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, the date I entered it was in [PII]. Let's see.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Was the hospitalization date for the um lumpectomy.
[AGENT][NEUTRAL] And you said the claim was for yourself, correct?
[CUSTOMER][POSITIVE] Yes, it's for me, right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. How did you send in the claim, Miss [PII]?
[CUSTOMER][NEUTRAL] I I mailed it.
[CUSTOMER][NEUTRAL] I mailed it on [PII] to the address on the claim form which is in [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so you have an old claim form. Um, yeah, the address change, that address is not longer, um, a valid address.
[CUSTOMER][NEGATIVE] Oh my goodness and it doesn't get forwarded?
[AGENT][NEUTRAL] Uh, sometimes it do, um, it does. I'm, I'm not really sure if it's gonna be hoarded or not, um, but, uh, the company is not there no longer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, do you, can you send a copy by fax?
[CUSTOMER][NEGATIVE] I, oh no.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEGATIVE] I have to go somewhere and get it faxed. I don't have access to fax.
[AGENT][NEUTRAL] OK. I can provide you with the correct mailing address if you would like to mail it again.
[CUSTOMER][NEUTRAL] Yes, let me do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Yeah, OK. The mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK, that's the address I saw online.
[AGENT][POSITIVE] Mhm, yes, that is correct, yeah. Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, and the zip?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, what I'll do is I'll just make a copy of all this and send it again.
[AGENT][NEUTRAL] No, and I'm so sorry. I didn't get here. Mhm.
[CUSTOMER][NEUTRAL] No, that's, that's OK and what do I need to do to get a current claim form?
[AGENT][NEUTRAL] Um, you can either go to the website and get one, or I can mail you one or email you one if, um, if we have an email address.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I'm on the website.
[AGENT][NEUTRAL] Mhm. Go to [PII].
[CUSTOMER][NEUTRAL] OK, you can file.
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] Uh-huh, yes, then you're gonna click on claim some forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, download and complete the claim form, OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And it's got the [PII] City address. OK, I'll do that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right, well, thank you. I will start again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's it for right now thank you.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling ATL. Have a good day, Ms. [PII]
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.