AccountId: 011433970860
ContactId: b2d0eca6-045e-46ef-886a-2d974f1d2652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 820820 ms
Total Talk Time (AGENT): 345078 ms
Total Talk Time (CUSTOMER): 232684 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/b2d0eca6-045e-46ef-886a-2d974f1d2652_20250512T17:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII].
[CUSTOMER][NEUTRAL] Oh, we can a claim.
[CUSTOMER][NEUTRAL] I want to see the, the date. It's in [PII]. No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, wait, what is the date?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And uh we received a note from you that you, you want uh
[CUSTOMER][NEUTRAL] Bills
[CUSTOMER][NEUTRAL] In a certain way. I send it by fax today. I want to make sure that you received the fax.
[AGENT][NEUTRAL] OK, [PII], um, I can check for you on your client status. May I please get your call back number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you, ma'am and yes I can hear you. What is your policy number?
[CUSTOMER][NEUTRAL] Uh, first of all, I can't hear you good. I don't have a policy number. No.
[CUSTOMER][NEUTRAL] Because they check for me by name.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I can look my social if you can give me your social.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can hear you. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, and what is the name on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not finding that social, um, let me look by your name.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm not able to pull you up in our system, um.
[AGENT][NEGATIVE] I pulled up the social and it didn't pull up your name.
[CUSTOMER][NEUTRAL] If it's by name?
[AGENT][NEUTRAL] Yeah, and you spell it [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] H E J
[CUSTOMER][NEUTRAL] As as a Juliet. H E J A V I N.
[AGENT][NEUTRAL] H E J
[AGENT][NEUTRAL] [PII] OK, let me try that way.
[AGENT][NEUTRAL] And it's [PII] for your first name.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm still not able to pull you up, um spelling it [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Do you um do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] I can't hear you good, ma'am. Your voice.
[AGENT][NEUTRAL] OK, hold on real quick.
[CUSTOMER][NEUTRAL] You need to swish.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Miss [PII], do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, OK, um, looking for the social.
[CUSTOMER][NEUTRAL] What's that mean? What does that mean?
[AGENT][NEUTRAL] It's just, it's just a company it's another company that's under contract with us. I just wanted to check um because they have different policy numbers than us and I wanted to make sure, um, but looking under social [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] I cannot find you in our system and then I also looked by your name, [PII] and I was unable to pull you up in our system.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Really? Uh, can you check, my husband is the same. The, we had the same, uh, claim.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is his social?
[CUSTOMER][NEUTRAL] Um, his social and
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] The social is [PII].
[AGENT][NEUTRAL] OK, let me see if I can find him.
[CUSTOMER][NEUTRAL] OK. You want his name?
[AGENT][NEUTRAL] In just a second, let me look on the social first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your husband's name?
[CUSTOMER][NEUTRAL] Sorry, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find him by his name.
[AGENT][NEUTRAL] It's spelled [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] I sent my information more than one time, me and my husband, but the last time she asked for an itemized bill with ICD 10.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I sent today by the fact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm still trying to find the policy, just one minute.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][POSITIVE] OK. I'm with you.
[AGENT][POSITIVE] OK, I think I have your policy pulled up. I think I found you.
[AGENT][NEUTRAL] And um I'll need to verify date of birth, um, can I please get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] Is your husband there where I could speak to him because the policy is in his name.
[AGENT][NEUTRAL] I'll need to verify the information with him, OK.
[CUSTOMER][NEUTRAL] Yeah, it's in his name. Yeah, he's here.
[CUSTOMER][NEUTRAL] OK, he's here.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] He's with you. Yes ma'am.
[AGENT][NEUTRAL] Hi, sir. Hi, Mr. [PII]. This is [PII]. Um, can I please verify your date of birth, sir?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] on my phone [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Email address uh
[CUSTOMER][NEUTRAL] Email address [PII].
[AGENT][POSITIVE] Thank you. I appreciate that so much for you verifying that for me. So you did you guys, you said you sent in a claim and you're just calling to see the claim status, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, she asked me, I told you.
[AGENT][NEUTRAL] And you sent it in in November?
[CUSTOMER][NEUTRAL] Yeah, yeah. Uh, she asked me for uh an itemized bill with ICV1. I send it today by fax. I want to make sure you receive the pack.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so at this time it has to process overnight for us to get the information to be able to see if we received it by fax, um, now it, it takes a couple of days for us to be able to uh see it because it has to be downloaded and it has to be processed, but if you wanted to try back in 2 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can
[CUSTOMER][NEUTRAL] OK. Can you
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] If you wanna try back in a few days and check and see if we've received it, let me give you your policy number.
[CUSTOMER][NEUTRAL] Yes, give me.
[AGENT][NEUTRAL] Yes, it's 243.
[AGENT][NEUTRAL] 6646.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 46. OK. Uh, uh, you, can you tell me what the status of my, uh, claim?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We received a claim and is it for you or is it for [PII]?
[CUSTOMER][NEUTRAL] Both of us, but it's in his name.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] Because the insurance was in his name.
[AGENT][NEUTRAL] Right, I understand. OK, let me look.
[CUSTOMER][NEUTRAL] one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So they'll claim that you sent it in on in November for him.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I let me tell you what it says.
[AGENT][NEUTRAL] And Mr. [PII], is it OK for me to discuss your claim information with your wife, um, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, thank you, sir.
[CUSTOMER][POSITIVE] Yes, definitely.
[AGENT][NEUTRAL] OK, it says in order to complete the processing of your claim, we need an itemized statement of services provided listing the diagnosis codes and procedure codes. So you said you sent that in today, is that correct?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I sent it by email, um, 2 months ago maybe, and today I sent it by fax and itemized bill.
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now email we don't accept them by email because it's not secure, so we, we did not get it by email but if you sent it by fax today, give it 3 days and call back and give the number that I gave you for your policy number and check on your claim status then and see where they are. Now once we receive the information, it does take 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. OK, ma'am. Is there a direct phone that I can call?
[CUSTOMER][NEGATIVE] Without to go to the customer service.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, you have, um, you have the number that you called the one did you call um [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You would call that number and yes, that's the number.
[CUSTOMER][NEUTRAL] That's the number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][NEGATIVE] And don't and don't choose customer service on the options on the telephone, choose claims.
[CUSTOMER][NEUTRAL] Claims, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything you have a wonderful day too. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a blessed week and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][NEUTRAL] Bye-bye.