AccountId: 011433970860
ContactId: a4f61b34-21a9-46fc-a33b-f93fe6f203b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261500 ms
Total Talk Time (AGENT): 87707 ms
Total Talk Time (CUSTOMER): 127048 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a4f61b34-21a9-46fc-a33b-f93fe6f203b5_20250529T14:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. Do you want my ID number?
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] 02152
[CUSTOMER][NEUTRAL] 687
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, and the number 7.
[AGENT][NEUTRAL] OK. Thank you, sir. Now, I need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And there's an email on the policy. Could you please verify the email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, I'm showing a different one. This is a .net email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's [PII].
[AGENT][POSITIVE] Yes, sir. And how can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my, my quest diagnostics submitted claim to you back in [PII] for $20.53.
[CUSTOMER][NEUTRAL] And it hasn't been paid yet.
[AGENT][NEUTRAL] OK. And the claim is for you and the date of service is um [PII].
[CUSTOMER][NEUTRAL] No. The claim was submitted on [PII]. The services provided on [PII].
[AGENT][NEUTRAL] And is the claim for you or one of the dependents?
[CUSTOMER][NEUTRAL] For me.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file um the claim haven't been paid, they haven't submitted it.
[CUSTOMER][NEUTRAL] They did. I just spoke to them and they told me they submitted it on [PII] and submitted it electronically.
[AGENT][NEUTRAL] OK. I apologize, sir. I just pulled up your policy and I'm looking at your claim history and I'm not showing a claim on file for that date of service. Please repeat the date of service. I'll look again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, sir. I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] OK, so what's the best way to submit a claim to you guys?
[AGENT][NEUTRAL] OK. Well, you can submit the claim by mailing it to us. You can fax it to us.
[CUSTOMER][NEUTRAL] OK, so I, I, I asked him to fax it again. Can you be on the lookout? I mean, I don't know if you can enter it in the system or not, but they're gonna send it to you.
[AGENT][NEUTRAL] Um, I can give you our fax number. I can give you our fax number and uh.
[CUSTOMER][NEUTRAL] I have it.
[AGENT][NEUTRAL] OK, just make sure that they are attention it to the claims department and I'll make a note on your claim.
[CUSTOMER][NEUTRAL] I have, I have it.
[AGENT][NEUTRAL] On your policy.
[CUSTOMER][NEUTRAL] There's 2 bills they're gonna submit. Can you, uh, there's 2 bills. Do you want the bill number or just the amount?
[AGENT][NEUTRAL] Um, when they file the claim, they would need to submit a claim form and the explanation of benefits from your primary insurance company.
[CUSTOMER][NEUTRAL] And, and I understood, understood.
[CUSTOMER][POSITIVE] OK, uh, I told him to do that. Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEGATIVE] No, can you not take my account, please, for these two bills?
[AGENT][NEUTRAL] For those two bills, well, we, we can't notate it until we receive the claim, sir, but I can notate this call.
[CUSTOMER][POSITIVE] OK, thank you, thank you, thank you, thank you, thank you.
[AGENT][NEUTRAL] OK.