AccountId: 011433970860
ContactId: ba04c4ef-8421-43ff-975a-7da4cb93fb9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226660 ms
Total Talk Time (AGENT): 103324 ms
Total Talk Time (CUSTOMER): 79657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ba04c4ef-8421-43ff-975a-7da4cb93fb9b_20250312T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes. Um, I was calling to get a, uh, claim status for a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, it is 10,674,294,300.
[AGENT][NEUTRAL] Uh, it's too many numbers. Uh, do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, [PII], and it's [PII]. Let me see this one here.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Um, it's so it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK let me see.
[AGENT][NEUTRAL] Have a look see.
[AGENT][NEUTRAL] I think I've probably found her in the system, um, and this is for medical, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can give you her policy number with us when you're ready.
[CUSTOMER][POSITIVE] Oh, that'd be great.
[AGENT][NEUTRAL] OK, uh let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 254-411-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was that date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Oh yes, it was [PII], and um the charge amount is 1,184.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and do you have a balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So we're showing that you guys are primary is not is that not the case?
[AGENT][NEUTRAL] Uh, no, ma'am, with this policy she has with us, it's a secondary supplemental policy, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, it is um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, no, ma'am. It's not our, um, mail address. I can give that to you when you're ready.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, and so I guess I'm not gonna resubmit to you guys because you're not primary so can you tell who's primary?
[AGENT][NEUTRAL] Uh, you will have to contact the insured. Um, it would be their major medical they have through their employer.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][POSITIVE] OK. OK. All right. Very good. Um, can I get a call reference for today?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. However, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] And I'm sorry, your name?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][POSITIVE] Very good. Thanks for your help today.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.