AccountId: 011433970860
ContactId: 8c62aabc-1692-4252-b073-01ed8475592f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305040 ms
Total Talk Time (AGENT): 145900 ms
Total Talk Time (CUSTOMER): 103381 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/8c62aabc-1692-4252-b073-01ed8475592f_20250411T13:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning calling for claim status, please.
[AGENT][POSITIVE] Yes ma'am. I'll be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] [PII] 02455046.
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh [PII], what's your patient's name and?
[AGENT][NEUTRAL] And date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alrighty, looks like Margaret is the insured on this medical supplemental plan.
[AGENT][NEUTRAL] You say you want to check status of a claim, is that correct? Data service.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, state of service, 12 624.
[AGENT][NEUTRAL] Total bill?
[CUSTOMER][NEUTRAL] Total bill amount 160. And what was your name, ma'am?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[AGENT][NEUTRAL] Alright, let's see what we have. 12, 6, 2024.
[AGENT][NEUTRAL] Well I don't see anything processed, so let me go to see if we have anything here in line. Let's see, no ma'am.
[CUSTOMER][NEUTRAL] And you're looking for [PII], right? I'm sorry, [PII]?
[AGENT][NEUTRAL] Yes ma'am, we don't have anything for that data service here at all so let tell me um tell me where you're sending your claim to. Let's find out if that's correct.
[CUSTOMER][NEUTRAL] OK. Yeah, cause I, I mailed it and I faxed it as well. I mailed it to, let me give you the address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] That is all correct. Yes, ma'am. When did you mail it?
[CUSTOMER][NEUTRAL] I mailed it. Let's see, one second. Let me look.
[CUSTOMER][NEUTRAL] OK. It was mailed on [PII] and I, and then um
[CUSTOMER][NEUTRAL] It was faxed on, let's see.
[CUSTOMER][NEUTRAL] It was faxed on [PII].
[AGENT][NEUTRAL] And that is all correct information and we do not have this claim entered here at all, so that's crazy. Let me see. I think she's got a
[AGENT][NEUTRAL] Term policy. Let me just look under it just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Make sure it's not getting keyed under that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No, there's no claims under her old number either, but we still do not have it at all. It's crazy.
[CUSTOMER][NEUTRAL] What is her
[CUSTOMER][NEUTRAL] Was she eligible at that time?
[AGENT][NEUTRAL] Yes, she was covered on 12 6 2024. Yes, ma'am, she is, but I tell you what, go ahead and refax it to that [PII], but put attention.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Claims department Medlik.
[CUSTOMER][NEUTRAL] Med MED.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] I N K Medlink.
[CUSTOMER][NEUTRAL] Midlink. Uh, OK. Attention credit department idlink.
[AGENT][NEUTRAL] The way it comes, yes, ma'am. It'll come straight to.
[AGENT][NEUTRAL] Yes, ma'am. Let's see if we can get it straight to our department, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And again, it's um 887-3659423.
[AGENT][NEUTRAL] Yes, ma'am, that is the correct fax number, and uh, yes ma'am. Is that all that I can help you with?
[CUSTOMER][NEUTRAL] Uh, call reference number, please?
[AGENT][NEUTRAL] We don't give call reference numbers on it, but you can use my name in today's date and if you need to do so, my name is [PII]. Yes, ma'am. Is that all I can help you with?
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you [PII] I appreciate it.
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Have a good day. OK, have a good day. [PII], thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[CUSTOMER][NEUTRAL] Medical questions.