AccountId: 011433970860
ContactId: 935a950a-39bb-4e50-bac5-ce7b5f12cc17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421890 ms
Total Talk Time (AGENT): 155989 ms
Total Talk Time (CUSTOMER): 119616 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/935a950a-39bb-4e50-bac5-ce7b5f12cc17_20250305T22:25_UTC.wav
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[CUSTOMER][NEUTRAL] Oh, I'm sorry, go ahead. OK.
[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I have my group number. I just wanted to find out if y'all had received my uh EOB uh sheets to a claim I had filed.
[AGENT][NEUTRAL] OK, I can check to see if we've received information for your claim, Ms. [PII]. Can you give me your policy number?
[CUSTOMER][NEUTRAL] It's 252-329-4.
[AGENT][NEUTRAL] OK let me pull that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify uh your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, the address is [PII]. Um, my email is [PII] [PII].
[AGENT][NEUTRAL] OK. And then, mhm. Go ahead.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I appreciate that and the phone number that you just verified for me, is that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's
[AGENT][NEUTRAL] OK, awesome. All right, so when did you send in your claims information?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I think last week I think I sent it in.
[CUSTOMER][NEUTRAL] I sent them by uh I faxed them.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] I'm not showing that we have received it yet um.
[AGENT][NEUTRAL] Although it does take 7 to 10 business days, the last submission that I see um was on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, claim number is 335669998 and it is requesting the explanation of benefits. So I don't see that they have done anything with the claim since then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, they have that now.
[AGENT][NEUTRAL] But like I said, it does take 7 to 10 business days for them to process.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So if you wanna give it um enough time and then just try back and see if we have any changes, you know, as far as that goes to, to your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and one more thing, y'all have a name on my thing it say [PII] and then it say [PII] and then it say [PII] and then it say [PII] I don't know that's, I guess they was trying to spell my son's name which is up [PII], but it's a third name on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me look real real quick. I'm writing my note real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let's go back to it.
[AGENT][NEUTRAL] Oh yeah, I do see that.
[CUSTOMER][NEUTRAL] Yeah, and it's been up there uh for the last uh the last couple of years and I never noticed it cause I guess I never went into it just now.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] And that is.
[AGENT][NEUTRAL] Is the [PII] your only?
[AGENT][NEUTRAL] Dependent
[CUSTOMER][NEUTRAL] That's my only son, yes, yes.
[AGENT][NEUTRAL] Oh yeah, it looks like that something happened there, like it did go and tried to go 2 times, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can send in a request um while I got you on the phone to um see if they can remove part 3 that it should not be on there at all so I'm gonna send that request while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they don't charge me for that though, huh?
[AGENT][NEGATIVE] No, ma'am. No, ma'am. That's, that's a key error that we should fix.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it'll be a brief hold. I'm gonna send in that request and um I'll be right back to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that request to have that removed from your policy so you don't have to see that anymore.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, thank you so much. OK.
[AGENT][POSITIVE] You're welcome. You, you have a blessed day and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you so much. OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh huh bye bye.