AccountId: 011433970860
ContactId: 9184a227-f8b1-4853-bb1d-c89132f746a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221960 ms
Total Talk Time (AGENT): 80763 ms
Total Talk Time (CUSTOMER): 100836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9184a227-f8b1-4853-bb1d-c89132f746a7_20250605T16:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEGATIVE] I'm calling you because I received a message that my claim was uh already resolved, but uh it's impossible for me.
[CUSTOMER][NEGATIVE] To accept the site and I have a password, a username and everything, but it didn't work.
[AGENT][POSITIVE] OK, I'd be happy to assist. May I have your policy number, please?
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] 02552774
[AGENT][NEUTRAL] And your date of birth and email address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My email is [PII].
[AGENT][POSITIVE] Thank you for that. OK, so.
[AGENT][NEUTRAL] When was the last time you logged into the website?
[CUSTOMER][NEUTRAL] Uh, weeks ago. I'm not sure.
[AGENT][NEUTRAL] OK, so, OK, so yeah, you'll have to re-register they um they just updated the site um this past.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Monday and um it you you'll have to reregister.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But I can tell you that the decision on the claim we had to ask um you didn't send in the explanation of benefits so um we need the explanation of benefits.
[AGENT][NEUTRAL] For those dates of service that you submitted, so that's what the um claim says.
[CUSTOMER][NEUTRAL] OK, the message that I received from you guys say exactly this.
[CUSTOMER][NEUTRAL] So your claim is now complete, references to the following claim number, logging into with your claim details. I tried to log in but nothing happened. That's why I have to say I had to create a new account.
[AGENT][NEUTRAL] I understand, so.
[AGENT][NEUTRAL] You'll need to reregister. Yeah, you're gonna have to reregister and then you'll be able to access the claim. I was just letting you know what the claim decision was and that's that we need the explanation of benefits for the dates of service that you filed for. So you'll just need to call your insurance, your major medical insurance, and ask them for the explanation of benefits for each of those those dates of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it has to be with my insurance.
[AGENT][NEUTRAL] Well, yeah, that's who, that's who has the explanation of benefits.
[AGENT][NEUTRAL] Your major medical.
[CUSTOMER][NEUTRAL] Discrimination and benefits, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I can assist you with?
[CUSTOMER][POSITIVE] Anyway, I'm going to, I'm going to redo it guys.
[CUSTOMER][NEUTRAL] You mentioned your benefits.
[CUSTOMER][NEUTRAL] Through my insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. The last question is, I try to, I'm going to do it again and they have to go in right here they say create your OSD account.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And me is uh insured or group, who is that?
[AGENT][NEUTRAL] You're an insured.
[CUSTOMER][NEUTRAL] For doing this, it's insured, sure, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much. Thank you very much. OK.
[AGENT][NEUTRAL] OK, was there anything was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, no, thank you very much. You'll be very helpful, OK?
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too, thank you very much.
[AGENT][NEUTRAL] Mhm. Bye-bye.