AccountId: 011433970860
ContactId: b579f270-4947-4c5d-ae22-19310ecda38f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414500 ms
Total Talk Time (AGENT): 191386 ms
Total Talk Time (CUSTOMER): 99595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b579f270-4947-4c5d-ae22-19310ecda38f_20250324T20:45_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], this is [PII]. I received uh a mail from you guys.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] About a claim [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], can you please give me your policy number?
[CUSTOMER][NEUTRAL] Oh, is it.
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 570313
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you're calling about a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll also need for you to please verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] And what else you said you need?
[AGENT][NEUTRAL] Your email address please, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'm looking at your policy and the uh address that we have is a completely different address um in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][NEUTRAL] Yes, I have moved.
[AGENT][POSITIVE] OK, I'm gonna make sure we get that updated for you real quick, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Bringing I love the fact that.
[AGENT][NEUTRAL] And let me make sure I've got your address correct. Um, it was [PII].
[AGENT][NEUTRAL] And that is in
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][POSITIVE] I'm fixing that for you right now, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put this in the freezer.
[AGENT][NEUTRAL] OK, I believe I have your address updated now.
[AGENT][NEUTRAL] And you said that you received a letter about a claim. Do you have the claim number on the letter that you got?
[CUSTOMER][NEUTRAL] Well, well, uh, at the top of the page it says explanation of benefits, so it may not be a claim.
[AGENT][NEUTRAL] Oh, an explanation of benefits is what comes from your primary insurance carrier. That's the explanation of benefits that comes from your insurance that explains what they paid or what they did not pay and explains um in detail, you know, why they didn't pay. Is that what you received from us as an explanation of benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the date of service on the
[AGENT][NEUTRAL] Explanation of benefits.
[CUSTOMER][NEUTRAL] It says check date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so do you see claim number 3573263 on there?
[CUSTOMER][NEUTRAL] 3573263, yes.
[AGENT][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] I do show that the claim paid $50 with check number 2031915.
[CUSTOMER][NEUTRAL] OK, what I, what is it? What is this? Is this the insurance?
[AGENT][NEUTRAL] Yes, we're the insurance company.
[CUSTOMER][NEUTRAL] OK, and what was it that you guys paid?
[AGENT][NEUTRAL] Uh, let me look.
[AGENT][NEUTRAL] Let me pull it back up again real quick.
[AGENT][NEUTRAL] OK, $50 was paid.
[AGENT][NEUTRAL] Uh, you went to Variety Healthcare Centers?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And there was a procedure, there was a procedure that was done and the procedure number is 99213. It doesn't tell me what was done, it just gives me the procedure number and on that procedure we paid $50.
[CUSTOMER][NEUTRAL] OK, so this is my insurance through the temp service.
[AGENT][NEUTRAL] Uh, your company that is on here is, um, Lark doing business as uh track staffing.
[AGENT][NEUTRAL] Does that sound familiar?
[CUSTOMER][NEUTRAL] Who?
[AGENT][NEUTRAL] Lark doing
[CUSTOMER][NEUTRAL] Did you say lock?
[AGENT][NEUTRAL] Lark, L A R K LLC doing business as on track staffing.
[CUSTOMER][NEUTRAL] OK, yes, OK, yeah, it makes sense now. I, I had no clue what was going on.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] That pretty much explains it all there.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well I got that address updated for you, so that's all good to go now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we appreciate you calling APL today and since you have no more questions, I hope you have a wonderful night and uh take care of yourself. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye.