AccountId: 011433970860
ContactId: b525cefd-254d-45d8-b3f0-a230c7bcf382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 870359 ms
Total Talk Time (AGENT): 222672 ms
Total Talk Time (CUSTOMER): 219185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b525cefd-254d-45d8-b3f0-a230c7bcf382_20250422T15:37_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from NE Solutions.
[AGENT][POSITIVE] Yes, I see, how can I help you?
[CUSTOMER][NEUTRAL] I, I'm trying just to get an update of some claims.
[AGENT][NEUTRAL] OK, and what is the policy number? I can certainly help with claims. What is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Uh, give me one second. Uh, may I provide you the name and the company? Or do you need the policy number?
[AGENT][NEUTRAL] Uh, well, I, uh, let's see. OK.
[AGENT][NEUTRAL] Let me just check here.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Maybe we can look at it by their name. Uh, how do you spell the, um, last name, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the first name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And the date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Give me just one second so I can provide you that.
[CUSTOMER][NEUTRAL] OK, the date of birth will be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Well I'm looking this up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Um, yes, give me one second.
[CUSTOMER][NEUTRAL] It will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Just looking that up now.
[AGENT][NEUTRAL] And what is the date of service that we're looking for from Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, give me one second. I submit this claim on
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you know the date of service?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] Mm, I don't have here the last details that I got from this one was the, the claim was received, but that was it.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] OK, so we don't know the, we don't know the, the date of service, is that what?
[CUSTOMER][NEUTRAL] Yeah, I don't have right now here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, give me one second, OK, give me just one moment, let me try to find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I found one of them which is for
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the billed amount, please?
[CUSTOMER][NEUTRAL] Uh, it seems that it was for 400.
[CUSTOMER][NEUTRAL] $45.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is processed to the insured. It looks like the insured turned uh in a claim for this, um, no, I don't, I don't have your copy of the uh
[AGENT][NEUTRAL] Of the claim, but the insured turned in.
[AGENT][NEUTRAL] This claim and the benefits were paid to her.
[AGENT][NEUTRAL] So I, I can't tell you anything about the client.
[CUSTOMER][NEUTRAL] Oh, it, it, it has.
[CUSTOMER][NEUTRAL] Do you know if it if it was paid by any chance or if it was denied?
[AGENT][NEUTRAL] It was paid to the, the benefits were paid to the insured.
[AGENT][NEUTRAL] So a a claim was filed for that date service and that bill amount. Now I don't have your claim. Um, I, I don't see where I ever received your claim, but there is a, a claim that was submitted um by the insured, and the only thing I can tell you is, is that it was paid to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Um, can you help me with another one?
[AGENT][NEUTRAL] Hey, is this a, a different insured or is it the same one?
[CUSTOMER][NEUTRAL] It's a different one.
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[CUSTOMER][NEUTRAL] It will be 26773.
[AGENT][NEUTRAL] 26773. OK. That might be the, the group number um because it's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And the insured, do you know the insured's name and date of birth?
[CUSTOMER][POSITIVE] Oh yeah, for sure it will be.
[CUSTOMER][NEUTRAL] Let me spell to you, OK?
[CUSTOMER][NEUTRAL] Uh last name will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And uh the date of birth, please?
[CUSTOMER][NEUTRAL] Will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what date of service are we looking for for um.
[AGENT][NEUTRAL] This campus.
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] It seems that was [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Is there a bill amount?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Um, no, it doesn't show up the amount.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I just have the information of. Mhm.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Well, I don't have a claim, uh.
[AGENT][NEUTRAL] For that for that data service I just had a chance to look it up in [PII] we don't have a claim at all for that data service.
[AGENT][NEUTRAL] So, um, do you know where you sent it to? Because I can give you our updated address.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, it was updated at the APL website.
[AGENT][NEUTRAL] Was it? OK. Well, for whatever reason, I don't have it. I don't have it, so would you like our uh our fax number or um did you want to resubmit it?
[CUSTOMER][NEUTRAL] Yeah, may I have the email, um, do you have an email?
[AGENT][NEUTRAL] Uh, no, no, I can, um, our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] or you can resubmit it again on our um online service center and it's uh um secured. [PII].
[CUSTOMER][NEUTRAL] Sorry, the cure?
[AGENT][POSITIVE] Yes, the word secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thanks. So you don't have any information about that one, right?
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] No, I'm sorry, I don't.
[CUSTOMER][NEUTRAL] OK. I have another one which is for a different one.
[AGENT][NEUTRAL] OK, and that claim number?
[AGENT][NEUTRAL] So that policy number?
[CUSTOMER][NEUTRAL] We see
[CUSTOMER][NEUTRAL] Uh, does the confirmation number that I received once I uploaded at the APL website work?
[AGENT][NEUTRAL] Uh, no, I'm sorry. Those are really just, I won't be able to look up a record with that. It's, it's really just for your.
[CUSTOMER][NEUTRAL] Oh, it's fine, no worries. I have here.
[CUSTOMER][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] I have the name and the date of birth. Does that work for you?
[AGENT][NEUTRAL] OK. And how do you spell the last name, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] It will be [PII]
[AGENT][NEUTRAL] And the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can't find something with that.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm still just checking.
[CUSTOMER][POSITIVE] OK, no worries. Thank you very much.
[AGENT][NEUTRAL] OK, I'm not finding her in my system. Um.
[AGENT][MIXED] Lovely, so I'm not.
[AGENT][NEUTRAL] Uh, did they not provide you with a, a, uh, maybe a, a, a card, um.
[AGENT][NEUTRAL] We could look up because I'm not finding it in the system under her name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's no information at all?
[AGENT][NEUTRAL] Well, I have, I have dozens of [PII]. I, I, what I don't have is one with that date of birth.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it's nobody with that, with that, is that her correct date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I'm, I'm not finding anybody with that date of birth. I'm finding lots of, of, of [PII] or excuse me, [PII]. I'm not finding anyone with that date of birth.
[CUSTOMER][NEUTRAL] Yeah, cause her name is [PII]. It's [PII], but um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me double check on my end and I'll call you back.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ATL Leslie. You have a very good day.