AccountId: 011433970860
ContactId: a8d353c5-f4d8-4b03-aa9c-260dea15272f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223169 ms
Total Talk Time (AGENT): 77753 ms
Total Talk Time (CUSTOMER): 82548 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a8d353c5-f4d8-4b03-aa9c-260dea15272f_20250224T13:12_UTC.wav
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[AGENT][NEUTRAL] For calling
[CUSTOMER][NEUTRAL] The shop
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I wanted to find out about uh a claim that I, uh, process.
[CUSTOMER][NEUTRAL] Uh, but you need the, the number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's 252.
[CUSTOMER][NEUTRAL] 329 4
[CUSTOMER][NEUTRAL] It was for my radiation.
[AGENT][NEUTRAL] OK, just one second, let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get your name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 300.
[CUSTOMER][NEUTRAL] Uh-huh, [PII], and it's [PII].
[AGENT][POSITIVE] Thank you and is a good call back number the [PII]?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am, and you're calling on your radiation.
[CUSTOMER][NEUTRAL] Um, so they don't pay on radiation?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] OK, for your radiation we're needing the explanation of benefits from your primary insurance carrier.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Um, who do you have primary insurance through?
[CUSTOMER][NEUTRAL] Uh, Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK, we need the explanation of benefits showing um what your um what your provider accepted as payment.
[CUSTOMER][NEUTRAL] OK, uh, so what I call them and tell them uh.
[AGENT][NEUTRAL] Yes, ma'am. You, yeah, you would just call Blue Cross Blue Shield and tell them that you need the explanation of benefits.
[CUSTOMER][NEUTRAL] My explanation
[CUSTOMER][POSITIVE] OK, OK, uh, OK, I'll do that. I never had to do that one, an explanation of benefits.
[AGENT][NEUTRAL] Oh, yes. Yes, ma'am. Um, on this policy, anytime you file for chemo or radiation, um, we're gonna need that explanation of benefits.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me call them and see if they have it, and then I, I finished my radiation this week, so I would need an explanation of benefits for each week.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, let me, uh, call him then.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] All right, thank you. Uh-huh. Go ahead.
[AGENT][POSITIVE] You're so you're so welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Well no, that's it thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Copy that.