AccountId: 011433970860
ContactId: a2a924f9-da32-4a6b-840d-c47caf442257
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214860 ms
Total Talk Time (AGENT): 97369 ms
Total Talk Time (CUSTOMER): 102720 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a2a924f9-da32-4a6b-840d-c47caf442257_20250507T19:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. Can I have your name again?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] Uh, uh, thank you. Uh, my name is [PII], and I'm calling regarding a claim, um, that was submitted recently. Um, I checked on the website and it shows that you guys didn't pay it, so I'm trying to see if there's anything I need to do in order to get that processed. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. I'll be glad to help you, [PII], go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] Uh, policy number, give me one second here.
[AGENT][POSITIVE] Yes, ma'am, no problem. Take your time.
[CUSTOMER][NEUTRAL] Um, one moment. Thank you. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] See where my car is.
[CUSTOMER][NEUTRAL] OK. So policy number is 126.
[CUSTOMER][NEUTRAL] 331 2.
[AGENT][POSITIVE] Alright, Ms. [PII], thank you so much for all of that information. Now while I'm getting you pulled up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alrighty, Ms. [PII], thank you for all that information. Now, go ahead and verify your date of birth and your address for me, please.
[CUSTOMER][NEUTRAL] Yes, um, it's [PII], and the address is [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information now, Ms. [PII]. Now you said you were calling about a claim that you said in we denied or you want to check on it. What's that date of service?
[CUSTOMER][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] Well, it says here service um let me see, [PII], OK, no, hold on a second, this one, yeah, [PII].
[AGENT][NEUTRAL] OK, [PII]. Let's see what.
[AGENT][POSITIVE] Alright, looks like I do.
[CUSTOMER][NEUTRAL] And I have a claim number.
[AGENT][NEUTRAL] Yes, ma'am, that's OK. I got it pulled up. OK, looks like, yes, ma'am, your hospital, the facility sent a claim in, but uh there's nothing that you need to do on this. We've just asked for the primary EOB so the hospital will submit that information. So there's nothing you need to do, OK?
[CUSTOMER][NEUTRAL] OK, so that's something the hospital has to provide to you guys.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am, they will.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so, and, uh, so it's not like you guys declined it, it's just that it's in progress and you know you guys need more information, is that correct?
[AGENT][NEUTRAL] No, ma'am. Right.
[AGENT][NEUTRAL] Yes, ma'am, that's correct. We just need that primary EOB which that hospital will resend that in just as soon as they get our EOB. OK, Ms. [PII]?
[CUSTOMER][POSITIVE] OK. Well, that sounds good. Thank you so much for your patience and all the information, OK? Uh we'll follow up in a few weeks, I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Was that all that I can help answer for you today, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much and you have a pleasant afternoon.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well, Ms. [PII], and thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same. Bye-bye now.
[AGENT][POSITIVE] Thank you, ma'am.