AccountId: 011433970860
ContactId: bb8aa4f6-3be1-4752-8126-8fb3db03ee22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686190 ms
Total Talk Time (AGENT): 160596 ms
Total Talk Time (CUSTOMER): 108215 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/bb8aa4f6-3be1-4752-8126-8fb3db03ee22_20250214T16:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII] calling from PA Urgent Care, and I have a claim um for a patient that I need more information on.
[AGENT][NEUTRAL] OK, um, I can assist you with claims, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] Yes, it is let me get it.
[CUSTOMER][NEUTRAL] 02472782 for [PII].
[AGENT][NEUTRAL] May I have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Let me pull the medical policies. This one is dental. One moment.
[AGENT][NEUTRAL] OK. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 2424.
[CUSTOMER][NEUTRAL] For 210.10.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, is it [PII]? Hello?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah, I have a claim number as well.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] With the claim number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 346-862-5
[AGENT][NEUTRAL] Let me pull the image on this claim, OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this one we send a $50 payment.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] We send a $50 payment.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEGATIVE] No, I don't have that I have that the claim paid nothing.
[AGENT][NEUTRAL] What's the date on that explanation of benefits?
[CUSTOMER][NEUTRAL] Mm, I would say it's [PII].
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Because we send two explanation of benefits. One was processed on [PII], uh, the other one was processed on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. And why don't you know.
[CUSTOMER][NEUTRAL] Do you have, uh, go ahead.
[AGENT][NEUTRAL] Mhm. Yeah, the one in [PII] was processed and paid. Uh, we send a check amount of $50. Um, I have the claim number and the check number if you need that.
[CUSTOMER][NEUTRAL] What's the check number.
[AGENT][NEUTRAL] It's 1858419.
[CUSTOMER][NEUTRAL] 1858419
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Was it you said paper check? How was it paid?
[AGENT][NEUTRAL] Yes, yeah, it is a paper check, single check.
[CUSTOMER][NEUTRAL] With the cash and what address did it go to?
[AGENT][NEUTRAL] Yes, it cleared on [PII] and it went to [PII].
[CUSTOMER][NEUTRAL] Hold on, it cleared this year?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I pay how much? 50?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Is there a way you can email me over the ELB?
[AGENT][NEUTRAL] Yes, um, what is the fax number? I can fax it. I'm sorry. What is the fax number?
[CUSTOMER][NEUTRAL] Oh yeah, I mean, one second, let me pull it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, to your attention.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and how do you spell your name just to make sure I spell it correctly?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. OK, thank you. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] That's fine, thanks.
[AGENT][POSITIVE] Thank you. You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What's the claim number?
[AGENT][NEUTRAL] Um, the claim number is, um, it's gonna be the same one you provided to me. Let me go ahead and pull it again. Yeah, it is the same one. OK. Yeah, it is the same one. It's just it was processed twice, but it's the same claim number.
[CUSTOMER][NEUTRAL] Oh it is? OK. You don't have to pull it. I thought it was a different one.
[CUSTOMER][NEUTRAL] OK, are you guys [PII] that's all initials for the insurance company?
[AGENT][NEUTRAL] Yes, we are APL or American Life right now we're APL mhm.
[CUSTOMER][NEUTRAL] American, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, what is it?
[AGENT][NEUTRAL] S as in Sam, O as [PII]. Last initial M [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so, OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Ms. [PII]. Happy weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][POSITIVE] Thank you.