AccountId: 011433970860
ContactId: bde59e06-ea0b-49e0-a19b-5f19d64c6343
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209979 ms
Total Talk Time (AGENT): 63049 ms
Total Talk Time (CUSTOMER): 93390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/bde59e06-ea0b-49e0-a19b-5f19d64c6343_20250103T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yeah, I'm kind of wondering if maybe somehow my account got hacked.
[CUSTOMER][NEUTRAL] It's, it's weird because my um
[CUSTOMER][NEUTRAL] I had insurance with y'all and then my school district changed providers.
[CUSTOMER][NEUTRAL] And I made a claim with the new provider but I just got a like text message that I had a claim with y'all yet when I log in.
[CUSTOMER][NEGATIVE] It doesn't show up because it shouldn't.
[CUSTOMER][NEUTRAL] So I have the claim number that the text message is telling me.
[CUSTOMER][NEUTRAL] Is there, but it just seems weird. Um, so the
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can check and see.
[CUSTOMER][NEUTRAL] The claim number is 35470007.
[CUSTOMER][NEGATIVE] And I don't think it should be with y'all.
[AGENT][NEUTRAL] I can check and see. Let me see it here.
[AGENT][NEUTRAL] Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss [PII], I need to verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII]. And um there's two possibilities on the email, but I'm pretty sure it's [PII].
[CUSTOMER][NEUTRAL] And if it's my work it's [PII].
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's the one we have. OK, so it looks like we received a claim for [PII] for Texas Oncology.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I've already had that one that's already gone through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] That is, um, yeah, that's the the claim number you provided to me, that's the claim.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, that's the claim, the 7 354-7007.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. It was just received and processed, so it was processed on [PII].
[AGENT][NEUTRAL] Yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's weird. I thought all of that had been done.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, hey, it's better to be safe than sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, that's the reason you go.
[AGENT][NEUTRAL] We received the claim and we processed yesterday, OK?
[AGENT][NEUTRAL] Are you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, awesome.
[AGENT][NEUTRAL] OK, good. All right, OK, is there anything else I might help you with today?
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APR. You have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you