AccountId: 011433970860
ContactId: aba9f508-bab9-452f-90db-4eeac5b6d652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337329 ms
Total Talk Time (AGENT): 102861 ms
Total Talk Time (CUSTOMER): 130627 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/aba9f508-bab9-452f-90db-4eeac5b6d652_20250212T18:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Your name is [PII]. Can you please spell it out for me, please?
[AGENT][NEUTRAL] Yeah, it's [PII] I'm sorry, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] Am I right?
[CUSTOMER][POSITIVE] Hi, [PII]. This is [PII], as you said. Uh, it's a pleasure talking to you. Uh, I actually have a claim to be checked upon. It would be nice if you can help me out with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 254-6000. It's 300 at the end.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Just a minute, I'm working on it.
[CUSTOMER][NEUTRAL] Just a minute please. I'm sorry.
[AGENT][NEUTRAL] Sure, no, you're fine.
[CUSTOMER][NEUTRAL] My system was plugged.
[CUSTOMER][NEUTRAL] The policy number is 233.
[CUSTOMER][NEUTRAL] 4686
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name is [PII], [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I might have misheard that policy number, [PII], because that is not the policy that I got for this. Um, would you mind repeating that policy number for me?
[CUSTOMER][NEUTRAL] It's 233-4684.
[AGENT][POSITIVE] 84. OK, sorry about that thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got it, thank you for that. And what was the date of service for this claim, [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII], [PII].
[AGENT][NEUTRAL] OK, and do you have that bill amount?
[CUSTOMER][NEUTRAL] It's 394, 394.
[AGENT][NEUTRAL] That's 394.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and again that that date of service was [PII], correct?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK so I'm not showing that we received a claim for that date of service.
[CUSTOMER][NEUTRAL] So it's claim not on file, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is the member ID everything matches?
[AGENT][NEUTRAL] 2334684
[CUSTOMER][NEUTRAL] Is there any other
[CUSTOMER][NEUTRAL] Yes. The policy number, may I have the policy number?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] That is the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] So it's claim not, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, uh, uh, so I have a different policy number too. It's uh 000002334684.
[CUSTOMER][NEUTRAL] Does it, is the 0 missing?
[AGENT][NEUTRAL] Right, no, no, no, that's the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So claim nonile am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So just a minute, I will check.
[CUSTOMER][NEUTRAL] For the pay ID and uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, mailing address. Just a minute please, [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So can I have the mailing address and the pay ID please, sir? Can you please tell me that?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and then that payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Perfect, [PII]. And your name is being spelled as [PII], am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, can I have the call reference number for this, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date. Uh, so my last initial is A. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Your name, [PII], and today's date, Am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Perfect. OK, I'm done for the day. Thank you so much for helping me out with this claim. Thank you. Have a great day. Have a good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.