AccountId: 011433970860
ContactId: a5b2a0f2-7b7a-43e5-b011-254c85c32fad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253839 ms
Total Talk Time (AGENT): 90729 ms
Total Talk Time (CUSTOMER): 90767 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a5b2a0f2-7b7a-43e5-b011-254c85c32fad_20250210T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi. I'm trying to, uh, find out, uh.
[CUSTOMER][NEUTRAL] Information on a claim that I filed I um online but I don't see it here.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, policy number is 02464413.
[AGENT][NEUTRAL] And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges for the client.
[CUSTOMER][NEUTRAL] Yeah, the day of service was uh.
[CUSTOMER][NEUTRAL] Uh, I think it was for.
[CUSTOMER][NEUTRAL] Shoot, I don't know, [PII], I believe.
[CUSTOMER][NEUTRAL] And I paid, I paid it and I sent the uh receipt that I paid uh Resect.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let's see if I have it here.
[AGENT][NEUTRAL] I do show a claim that was um filed by the provider for the date of service [PII]. We received that claim from the provider first, so the provider was paid.
[AGENT][NEUTRAL] For American arthritis and
[CUSTOMER][NEGATIVE] Because they charged me.
[CUSTOMER][NEUTRAL] They, they
[CUSTOMER][NEUTRAL] Yeah, uh-huh, no, not, not that one. This was for Res Protect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, what was the date of service? I'm not showing a claim on file for that date of service for Respote.
[CUSTOMER][NEUTRAL] You don't show anything for them?
[AGENT][NEUTRAL] Not for this date of service. Um, I would need the date of service in order to look up the correct claim.
[CUSTOMER][NEUTRAL] I don't know if it's [PII] or [PII].
[AGENT][NEUTRAL] OK, I'll try that one.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Well, let me see if I got the the claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I do show a claim on file for Respotec or integrated home care services um for the DME for 917. I'm showing that that claim paid out for $250 and it paid out on [PII]. It was paid out to you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That was mailed on um last Friday.
[CUSTOMER][NEUTRAL] Oh, so they, they are, they sent me a check, you say?
[AGENT][NEUTRAL] Yes, ma'am. You filed the claim, so the payment was sent to you.
[CUSTOMER][NEUTRAL] Oh, OK, on what day?
[AGENT][NEUTRAL] Um, it was mailed on last Friday on the [PII] for $250.
[CUSTOMER][POSITIVE] Oh, OK, OK, so it should be coming soon. OK, perfect. Alright, thank you, that's all I needed.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], you have a great day and thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You too. Be safe. Bye-bye.
[AGENT][POSITIVE] Mhm. Thank you.