AccountId: 011433970860
ContactId: c0101291-384e-4a84-a33d-31a728ec614e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298600 ms
Total Talk Time (AGENT): 116406 ms
Total Talk Time (CUSTOMER): 114966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c0101291-384e-4a84-a33d-31a728ec614e_20250320T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Good, good. I just got a uh a notice in the mail about saying that I had started a claim. Can you tell me a little bit about it? What information do you need from me?
[AGENT][NEUTRAL] Let's start with a policy number if you have that.
[CUSTOMER][NEGATIVE] No, I don't even have the policy number. What else do you need?
[AGENT][NEUTRAL] Um, I can look it up by name or social, whichever you would prefer.
[CUSTOMER][NEUTRAL] Uh, you can try social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, 21 days.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you for that. And you're saying that you got a letter from us in the mail in regards to a claim that had been filed?
[CUSTOMER][NEUTRAL] Yeah, that's what it's saying.
[AGENT][NEUTRAL] Does it have a claim number on it?
[CUSTOMER][NEUTRAL] It, it doesn't have a claim number, it doesn't have anything.
[CUSTOMER][NEUTRAL] They just said that um that a claim has been started and.
[CUSTOMER][NEUTRAL] Basically, they'll be getting back to me in case they need more information.
[AGENT][NEUTRAL] OK. What's your first and last name, please?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And can I get your date of birth and address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the address um maybe on file cause that's what [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then [PII], what would be the email we would have on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So, it looks like a provider may have submitted a claim on your behalf if you've recently been to the doctor.
[AGENT][NEUTRAL] Um, and so it looks like there was some lab work that was submitted to us in the form of a claim.
[CUSTOMER][NEUTRAL] Uh, what do you mean?
[AGENT][NEUTRAL] That wasn't you?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] When was it, uh, when was it done?
[AGENT][NEUTRAL] Um, let me pull that back up here. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's showing date of service was [PII]. It's showing Oron Laboratories.
[CUSTOMER][NEUTRAL] No, that wasn't me.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] I don't know who could could have used it.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I've never, I don't even know if I have insurance with you guys. I mean,
[CUSTOMER][NEUTRAL] I mean, I have insurance, but it's, uh, I never seen APL.
[AGENT][NEUTRAL] OK, well, this is a limited benefit plan that you have with us. It's been effective since [PII], it looks like.
[CUSTOMER][NEUTRAL] Oh yeah yeah yeah yeah OK OK OK so that's uh is it through Universal?
[AGENT][NEUTRAL] No, this is through BWA Business Workers of America.
[CUSTOMER][NEUTRAL] OK. OK. Business workers of America, OK, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it is, it's, it's health insurance, right?
[AGENT][NEUTRAL] Yeah, so this is just health insurance. You don't need to do anything in regards to the claim or anything like that. Um, it's just a limited benefit medical plan that you've had with us since it looks like last year.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, I did get that last year, but yeah, that wasn't me, so I don't know if.
[CUSTOMER][NEUTRAL] You might need to investigate that a little bit thoroughly.
[CUSTOMER][NEUTRAL] Um, to make sure that you know there's no fraud or anything going on, but yeah, I'm the only one on the policy.
[AGENT][NEUTRAL] OK, OK. Um, I will note that on the account. Did you need me to check anything else for you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, everything is still good as far as the uh the health coverage, right?
[AGENT][POSITIVE] Yeah, I don't see any issues with it. Everything policy is active, all of that.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][POSITIVE] Yeah, I, yeah, yeah, I don't think I need anything else, so I appreciate it.
[AGENT][POSITIVE] Yeah, not a problem. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Let me just pull it