AccountId: 011433970860
ContactId: abf5e14d-ee3c-42da-881f-1369be21883f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274929 ms
Total Talk Time (AGENT): 118263 ms
Total Talk Time (CUSTOMER): 119184 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/abf5e14d-ee3c-42da-881f-1369be21883f_20250212T21:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I was just calling to check on a claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims and this is your personal policy, or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Uh, my personal.
[AGENT][NEUTRAL] Personal. OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I do um I said it's 255-833-3.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh [PII] and [PII].
[AGENT][NEUTRAL] OK, what's the mailing address on file?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, [PII].
[AGENT][POSITIVE] Perfect, thank you for the email we have an [PII], is that OK?
[CUSTOMER][NEUTRAL] OK, [PII] that's fine.
[AGENT][NEUTRAL] OK, all right, OK, and what is the.
[CUSTOMER][NEUTRAL] She's inactive.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it's.
[AGENT][NEUTRAL] That's right. And um so what is the date of service for the claim that you're um inquiring about?
[CUSTOMER][NEUTRAL] [PII] is gonna send his to her because he is at them and he has taken that class so I don't know why he's showing inactive. No, um, I've already sent him and uh thing and [PII] so hopefully that'll work.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] It's OK, right, and this is the claim for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, how may I assist you with this claim?
[CUSTOMER][NEUTRAL] Um, I was just gonna see, um, when I first made the claim, which is now processed, I sent the wrong files and I now sent and then I sent the right files. I was just gonna make sure everything was good and going through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, we're getting ready to make a payment. Um, it looks like it's been approved, um, approved um for the payment, but it has not been cleared yet. Um, so it looks like it was processed and it is, um, showing that it's gonna pay. So, but it was processed today. So, um, it's not, um, the amount that I have here may change. Uh, I, I cannot guarantee it's gonna stay the same, um, so, um, but it is gonna be paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you, is
[CUSTOMER][NEUTRAL] Is it the 15 or what?
[AGENT][NEUTRAL] A little bit less than 15, but it is, um, it looks like it's 11,644. Again, I cannot guarantee that amount because it's just being processed today, so it can change up or down or it could stay the same.
[CUSTOMER][NEUTRAL] OK, is it because it's just one.
[CUSTOMER][NEUTRAL] Is it just because it's the one because he's had another chemo since then let me see, um, and I'll send it so that way.
[CUSTOMER][NEUTRAL] We can get the full.
[CUSTOMER][NEUTRAL] Because sometimes just the one showing the one first chemo for the year is good and then sometimes they have had chemos.
[CUSTOMER][NEUTRAL] So I'll send this the second chemo that he's already had.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh, OK. Yeah, yeah, but it looks like that is what they're paying. Yeah, it looks like it's for um [PII], um.
[CUSTOMER][NEUTRAL] Showing
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this
[CUSTOMER][NEUTRAL] Just the one
[AGENT][NEUTRAL] To October.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, so I will go ahead and um submit for the second chemo so that way we can get the full amount.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling AP have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.