AccountId: 011433970860
ContactId: b31e18be-e940-4fbb-a4d4-33d6c655b9c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291019 ms
Total Talk Time (AGENT): 128454 ms
Total Talk Time (CUSTOMER): 103163 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b31e18be-e940-4fbb-a4d4-33d6c655b9c4_20250113T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and I'm just calling to check on the status of a claim on my policy. I just wanted to see if it had been, uh, paid or rejected.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with um your claim status. Can I please get your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yeah, um, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 238 6
[AGENT][NEUTRAL] Thank you. And then what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is 02472616.
[AGENT][NEUTRAL] OK, let me pull up your policy.
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, the phone number and email address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, phone number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address would be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then email would be um [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying all of that information for me. Alright, let's look and see what we got going on here.
[AGENT][NEUTRAL] Um, you sent the claim in on [PII], is that correct?
[CUSTOMER][NEUTRAL] I believe my healthcare provider did.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] And who was the healthcare provider?
[CUSTOMER][NEUTRAL] It was [PII], um, yeah, sorry.
[AGENT][NEUTRAL] The doctor's name?
[AGENT][NEUTRAL] The doctor's name?
[CUSTOMER][NEUTRAL] Oh, it was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's her last name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 00 no, sorry, that is, um, a dental insurance claim, I believe that [PII] off, it would be with um [PII].
[AGENT][NEUTRAL] Is that how you
[CUSTOMER][NEUTRAL] And the doctor's name.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Let's see, if you got another policy with us, um.
[AGENT][NEUTRAL] Cause the policy number you gave me was the dental policy number, so the claim is not gonna be on the dental policy, is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, it would be on the medical um policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right. Let me look over there. No, that's OK.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, I'm getting confused.
[CUSTOMER][NEUTRAL] If you are the right person to call for this.
[AGENT][NEUTRAL] So on your
[AGENT][NEUTRAL] Right. I'm thinking, um, OK, so we have your hospital indemnity plan, which is not your major medical plan. It's a limited hospital indemnity plan. We also have your group accident plan.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then your dental and your group term life. So looking at your dental policy, if it's not that one, I did not see a claim on file for the hospital indemnity or for the group accident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, thank you. So that would be the multi plan portion, the hospital indemnity, OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I think I got my letters mixed up.
[AGENT][NEUTRAL] Now, if you want, did.
[AGENT][NEUTRAL] That's OK if you wanted to um.
[AGENT][NEUTRAL] Did you send it in on your hospital indemnity plan? Because I can transfer you on over to multi plan if you would like for me to.
[CUSTOMER][NEUTRAL] Um, if you
[CUSTOMER][POSITIVE] If you could that would be great thank you.
[AGENT][POSITIVE] Not a problem at all. It's gonna be a brief hold.
[AGENT][POSITIVE] And I thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah. You too. Thank you.
[AGENT][POSITIVE] You're welcome, ma'am.
[CUSTOMER][NEUTRAL] For questions about your privacy choices, please view our.