AccountId: 011433970860
ContactId: b627a2e6-14a1-4d16-a3a1-b5c55a54804e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367959 ms
Total Talk Time (AGENT): 157332 ms
Total Talk Time (CUSTOMER): 76601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/b627a2e6-14a1-4d16-a3a1-b5c55a54804e_20250411T15:07_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I just need to check claim status please.
[AGENT][NEUTRAL] I can help with the claim status, with whom am I speaking?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] D 43411877
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEUTRAL] Might be able to look it up by their name. Um, how do you spell the, the last name, please?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, while I'm looking this up, if I could have a callback number please in event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] that's my direct line.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] My name is [PII]. Let's see.
[AGENT][NEUTRAL] Hm, let's see.
[AGENT][NEUTRAL] Is this for um a medical claim or a dental claim?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Medicine, I don't have somebody, anybody with that name with that uh.
[AGENT][NEUTRAL] Date of birth.
[AGENT][NEUTRAL] Um, I'm still just checking here. Let's see.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] I'm sorry, [PII]. Pardon?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, I'm just trying, I'm not able to find the, the policy yet. So that's what I'm doing right now is I'm trying to see if I can even find the policy, so, um.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Do you want a policy number?
[AGENT][NEUTRAL] Uh, yes, if you have something else besides the, the, the one that began with the.
[CUSTOMER][NEUTRAL] Is it 02567344?
[AGENT][NEUTRAL] OK, let's try that. That might be it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I see. OK. So her date of birth is [PII]. OK, I see.
[AGENT][NEUTRAL] Yeah. OK, yes, so I do have that policy pulled up. Now, uh, what date of service are we looking for, for, uh, [PII], for [PII]?
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Uh, [PII] and that's for $114.
[AGENT][NEUTRAL] OK. Well, let me go ahead and give you that. I, I don't.
[CUSTOMER][NEUTRAL] Is her policy active?
[AGENT][NEUTRAL] Yes, her, her policy, um,
[AGENT][NEUTRAL] Uh, went into effect on [PII], and it is active. Uh.
[AGENT][NEUTRAL] I don't have a data service. Um, there's only one data service on here and it's not for that, uh, it's not for [PII]. So let me go ahead and give you that you, you have the policy number now, um, do you know where you sent the claim because that's, I'm not saying that we received it.
[CUSTOMER][NEUTRAL] I think it was sent to.
[CUSTOMER][NEUTRAL] Let me see, uh, [PII].
[AGENT][NEUTRAL] OK. Let me go.
[CUSTOMER][NEUTRAL] 85072-2136
[AGENT][NEUTRAL] OK, um, let me go ahead and see where.
[AGENT][NEUTRAL] I'm not sure if that's where it's gonna need to go. So,
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Her zip code is [PII], yes, uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] you said uh.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh OK.
[CUSTOMER][NEUTRAL] Uh, what was the zip code again? I'm sorry.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this just [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now is this the only one that we need to look up? Is there another data service that.
[CUSTOMER][POSITIVE] Uh, I think this is the only one I need.
[AGENT][NEUTRAL] OK, OK, um, well, if you'll send that to us, then, then we'll, we will see what we can do about getting that processed, but that's the address that you need to send it to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and do you have a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good thank you [PII] have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thanks for contacting UT. Have a good