AccountId: 011433970860
ContactId: 98d63365-ff03-4b34-a7f8-844455d02557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184080 ms
Total Talk Time (AGENT): 85086 ms
Total Talk Time (CUSTOMER): 70042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/98d63365-ff03-4b34-a7f8-844455d02557_20250604T21:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling PPL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I wanted to see if my fax was received.
[AGENT][NEUTRAL] OK, what's your name and your policy number please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh benefit number is 0237.
[CUSTOMER][NEUTRAL] 03.
[CUSTOMER][NEUTRAL] Oh Jesus, I think it's 01.
[AGENT][NEUTRAL] OK, go, go ahead with that whole policy number one more time.
[CUSTOMER][NEUTRAL] 02370301
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now, while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now, your uh date of birth and your address for me, please, ma'am.
[CUSTOMER][NEUTRAL] OK, who do you have up cause my name is not [PII].
[AGENT][NEUTRAL] OK, I'm sorry, what, what, what is your name?
[CUSTOMER][NEUTRAL] [PII] to [PII]'s.
[AGENT][NEUTRAL] OK, [PII], I, I can, I can barely hear you. I, I hear a lot of background noise, so I'm sorry for that, [PII]. But go ahead and verify your date of birth and your address.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Oh sorry. [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. OK, you're calling to see if we have received your fax. When did you fax it?
[CUSTOMER][NEUTRAL] I faxed it this afternoon.
[AGENT][NEUTRAL] OK, let's see what.
[CUSTOMER][NEGATIVE] And it's supposed to be, you know, uh, claims from, um, Quest Diagnostic cause for whatever reason you guys are not getting it and it's not being paid.
[AGENT][NEUTRAL] Alrighty, uh, [PII], let's see. OK, it looks like we did receive your fax in-house, so it is here and I would give it 10 working days to go through and get processed, but we do have it, OK?
[CUSTOMER][NEUTRAL] OK, so now how do I also, uh, send a claim like I paid one of the bills, so how do I go about getting like reimbursed for that one?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You can send it in the same way that you did this one just make sure you're sending that copy of the bill along with that primary EOB, OK?
[CUSTOMER][POSITIVE] Oh, OK. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, yes, ma'am. [PII], is that all I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty [PII]. Well, thanks for calling APO and you have a great rest of your day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.