AccountId: 011433970860
ContactId: 8516a26b-9786-4041-b769-00f0518c01f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287829 ms
Total Talk Time (AGENT): 108551 ms
Total Talk Time (CUSTOMER): 152428 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8516a26b-9786-4041-b769-00f0518c01f8_20250530T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] how are you today?
[AGENT][POSITIVE] Doing well. How are you doing today, ma'am?
[CUSTOMER][POSITIVE] I'm doing well. My name is [PII].
[CUSTOMER][NEUTRAL] Claim number 3606142.
[CUSTOMER][NEGATIVE] And I had received a text that my claim had been finalized, so I went online and it's not showing that uh it's paying anything and I'm wondering why.
[AGENT][NEUTRAL] OK Miss [PII], I can check the claim status for you ma'am. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then what is your policy number?
[CUSTOMER][NEUTRAL] 2579522
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Um, yes, and you're cutting out so if I miss something I'll ask you to repeat [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] phone number I'm not sure but let's see [PII].
[AGENT][NEUTRAL] No, ma'am. It looks like it ends in [PII].
[CUSTOMER][NEUTRAL] Did that, that's not OK, [PII]. OK, that's [PII]. That's my work number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and then what is your email address please?
[CUSTOMER][NEUTRAL] Oh, I don't know if there's one on file, um.
[AGENT][NEUTRAL] It looks like it's your work.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct. OK. And let me.
[CUSTOMER][NEUTRAL] OK, I'll have to remember to update all this when I when I semi retire.
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] All right, let me see what there is a remark on the claim. Let me see what it says.
[AGENT][NEUTRAL] It says to please provide copies of your explanation of benefits from your primary insurance carrier.
[CUSTOMER][NEUTRAL] Oh, I can do that. It won't be today because, OK, I did not have the EOBs, um, I think I've received it by now. It's Medicare so they're.
[AGENT][NEUTRAL] It's just needing additional information, yes.
[CUSTOMER][NEGATIVE] They come in a batch they don't send one every.
[AGENT][NEUTRAL] Oh, OK, yes.
[CUSTOMER][NEUTRAL] Single visit you have, you get like a whole bunch at one time so I will go back and find those and.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that something I can fax or should I submit that online? How should I do that?
[AGENT][NEUTRAL] Um, you can fax it over. Let me give you the fax number.
[CUSTOMER][NEUTRAL] OK, because it'll be next week.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes ma'am, that is fine because we don't have a timely filing limit, so that'll be fine. The um fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't wanna fax it.
[CUSTOMER][NEUTRAL] And is that faster than me doing it online or?
[AGENT][POSITIVE] I believe the online service center is quicker.
[CUSTOMER][NEUTRAL] Quicker, OK, because I could go in there I think and hit additional documents or something like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes. Yes, ma'am. It's more convenient too cause it's all right there.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Yeah, OK, well I'll get those pulled over the weekend and get those over to y'all next week.
[AGENT][NEUTRAL] OK Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, I'll just know next time to wait till I get my EOB before I send it because I really didn't think the EOB would would matter because this is.
[CUSTOMER][NEUTRAL] This is not dependent on the insurance paying or not paying that makes sense?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, it does.
[CUSTOMER][NEUTRAL] So, uh, um.
[CUSTOMER][POSITIVE] OK, I will do that. Well, thank you for taking my call and you have a wonderful weekend.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You have a blessed weekend too, Miss [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye now.