AccountId: 011433970860
ContactId: ae6dd6ef-ce07-4209-b900-f5215645a5e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517239 ms
Total Talk Time (AGENT): 242373 ms
Total Talk Time (CUSTOMER): 157357 ms
Interruptions: 6
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ae6dd6ef-ce07-4209-b900-f5215645a5e4_20250609T12:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling um to check the status of my claim.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, you're the insured and you're needing to check claim status. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, I'm not insured, um.
[AGENT][NEUTRAL] Yes, I
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good callback number for you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, hello, yes, sorry, it's [PII].
[AGENT][NEUTRAL] Thank you and your policy number please Mr. [PII].
[CUSTOMER][NEUTRAL] 2552435
[AGENT][NEUTRAL] 2552425. Is that correct?
[CUSTOMER][NEUTRAL] No, 255243-35.
[AGENT][NEUTRAL] 35 are the last two numbers?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, um, it was, sorry, I'm gonna repeat it. It was 2552435.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, Mr. [PII], I will need to verify a few things with you first for security, several pieces of information and also any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. So first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Is there an apartment number or anything associated with your email, uh, or with your mailing address, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, apartment.
[CUSTOMER][NEUTRAL] Um, it's [PII], mailing address [PII].
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the data service that you're calling about, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I'm calling, I'm calling about two, I mean two different claims for the same date of service is [PII].
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] OK, so Mr. [PII], the only thing that I see we did process a claim for you that went through our nightly processing on Friday night and that was a claim for HCA Hospital Westside.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] So it's for an emergency room visit?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Like your phone you.
[AGENT][NEUTRAL] One moment.
[AGENT][POSITIVE] OK, so yes sir, so I see that there was a benefit paid in the amount of $1000 even.
[AGENT][NEUTRAL] And that should go for you for direct deposit.
[CUSTOMER][NEUTRAL] OK, and do you also see the other one because me and my son, we have the same name and birthday but different year, so it may confuse you, but we both went to the hospital for that same date and I, and I, um, I filed for both of us. So do you, do you see both of them? I can give you.
[AGENT][NEUTRAL] OK, so, well, I don't know, I don't know about that, Mr. [PII], because I, I, I thought the claim was just for you. I did not realize that you had another person that you were also wanting to check claim status on. So give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's true. That's why I said you don't wanna turn it up too much invitation.
[AGENT][NEUTRAL] And then what is your son's date of birth?
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] really spotless there with my girlfriend buddy.
[CUSTOMER][POSITIVE] Pleasure.
[AGENT][NEUTRAL] OK, so I also see that we did process a claim for him, Mr. [PII] also that went through our Friday night processing and yes sir there is a benefit paying on that one in the amount of $1000 as well.
[CUSTOMER][NEUTRAL] OK, OK, and it's already been processed, right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir, and it typically, it went through our nightly processing Friday night. It typically takes 2 to 3 business days for you to see it in your account, but you should be looking for it. And then Mr. [PII], I have one additional question for you. I see that you had previously set up your profile in our portal called the online service center where you can log in.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That means we, we, you know what my out too.
[CUSTOMER][POSITIVE] Uh, so we'll have great stories you tell us they're not getting call now [PII].
[AGENT][NEUTRAL] For your information and to see your claim status. Do you remember doing that?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So so many people bring broadly.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so there were some updates.
[AGENT][NEUTRAL] To the portal last week, Mr. [PII]. So the next time that you go to log in, instead of doing the login button, you will need to set up your new profile.
[AGENT][NEUTRAL] In the online service center, so right below that you're gonna see where it says create OSC account.
[AGENT][NEUTRAL] So you would just need to reset up your profile, OK? but due to our changes, everyone is having to create new profiles, but you're once you get in there, I believe your direct deposit and all of that is still, that is still in there.
[CUSTOMER][NEUTRAL] Yes, so I.
[CUSTOMER][NEUTRAL] OK, so I have to recreate my account. OK.
[AGENT][NEUTRAL] Yes, sir. Uh-huh, just due to send an update to the portal, um, everyone is having to reset their.
[AGENT][NEUTRAL] Profile up.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. But if you have any questions, um, or need assistance with that, and when you get, when you have time to do that, you can call us back.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right. Well then, thank you for calling APL Mr. [PII] and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK, you as well.
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Bye bye.