AccountId: 011433970860
ContactId: afdd1921-6870-411b-a65a-8803e8b53398
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299179 ms
Total Talk Time (AGENT): 105730 ms
Total Talk Time (CUSTOMER): 115288 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/afdd1921-6870-411b-a65a-8803e8b53398_20250520T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question regarding a claim payment.
[AGENT][NEUTRAL] Claim payment, I can help you with that. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII] contact number is [PII]. It's [PII].
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] One moment. Can you, can you start over? Yeah, sorry.
[CUSTOMER][NEUTRAL] Uh huh, it's [PII]. That's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you so much. Sorry, I had a, I couldn't hear. There was some background noise.
[AGENT][NEUTRAL] Um, and what is the policy number, [PII]? I can hear you great now.
[CUSTOMER][NEUTRAL] Can't you hear me OK now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment while I look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The policy number is long, and it's a little too long. Is there, are you looking at the card?
[CUSTOMER][NEUTRAL] I'm looking at the EOB. Let me see what's on the card. We have a copy of the card.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK. Now it's say an inpatient benefits number or something like that?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I have a policy cert number.
[AGENT][POSITIVE] Yes, ma'am, that works.
[CUSTOMER][NEUTRAL] Says 0202519686 OK so it looks like.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Because it's
[CUSTOMER][NEUTRAL] We have a payment for the, the same amount as I guess it was our it came in our our download incorrectly because it's showing it from you guys but.
[CUSTOMER][NEUTRAL] It has the same ID number as Cigna, which is Cigna is your primary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is this for hospital coverage only?
[AGENT][NEUTRAL] Um, let me check on that. Uh, can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII], uh, [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Killing.
[AGENT][NEUTRAL] It looks like this is a med link policy, so it's a secondary gap policy. Um, so her major medical, typically whenever you file a claim, you need to file this, uh, the major medicals EOB with it, um, to show that major medical did approve and pay partial, uh, and then this claim can get.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, so did you receive?
[CUSTOMER][NEUTRAL] Right, there's a claim that the claim in question is data service.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 326 25.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, ma'am. I'm not seeing a claim for that yet.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Do you need our fax number?
[CUSTOMER][NEUTRAL] OK, so it
[CUSTOMER][NEUTRAL] That would be great because it looks like it didn't cross over.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever you're ready, let me know and I have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK thank you I'll get that claim and it'll be sent over to you.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my first name and last initial. Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can hear you, can you hear me?
[AGENT][NEUTRAL] Hello?