AccountId: 011433970860
ContactId: b769f2e9-768e-4f9d-88e1-5f10f2da82dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153750 ms
Total Talk Time (AGENT): 45262 ms
Total Talk Time (CUSTOMER): 83492 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b769f2e9-768e-4f9d-88e1-5f10f2da82dd_20250318T14:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, [PII], this is my name is [PII] also.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a um a claim that I attempted to file and then it's asking me for additional information and I just want to double check exactly what was needed.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] OK, I'll be happy to assist with your claim today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] OK, do you want the
[CUSTOMER][NEUTRAL] Sure it's um [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 258-587-4.
[AGENT][NEUTRAL] OK, if you can verify your date of birth and email address.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, it is the data services [PII].
[AGENT][NEUTRAL] OK, the one we where we asked for the EOB from the primary insurance?
[CUSTOMER][NEUTRAL] Yeah, so I was wondering, do you just, do you need a copy of my card or I mean I don't know how, how do I get that for you or what what exactly do you need?
[AGENT][NEUTRAL] Who's your major medical company?
[CUSTOMER][NEUTRAL] Um, uh, Florida blue.
[AGENT][NEUTRAL] So you would call Florida Blue, let them know you need the explanation of benefits for this data service [PII].
[CUSTOMER][NEUTRAL] OK, explanation of benefits for that date of service 227 through 228. Got it. OK, that's what I need. OK, alright, I will call them and um get that information and then I just just upload the file again under that claim number.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Once I have it.
[AGENT][NEUTRAL] That's what, um.
[AGENT][NEUTRAL] You would just upload it you can't attach it to that claim number it's just gonna generate a new claim number, so you, you would just attach it.
[CUSTOMER][POSITIVE] Oh I got you.
[AGENT][NEUTRAL] And then we, we would know when we look at it that you were sending it right.
[CUSTOMER][NEUTRAL] OK, alright, you'll connect it, OK.
[CUSTOMER][POSITIVE] OK perfect alright I'll get a hold of them and get that information over to you ASAP.
[AGENT][NEUTRAL] OK, is there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Nope, that's all I needed.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Alright bye bye.