AccountId: 011433970860
ContactId: c6457f84-d4d7-4f4a-9fc4-bca4f03b1f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252960 ms
Total Talk Time (AGENT): 103662 ms
Total Talk Time (CUSTOMER): 88946 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c6457f84-d4d7-4f4a-9fc4-bca4f03b1f69_20250108T19:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, I need to get the status of a claim, please.
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you ma'am can you confirm the um the policy number please?
[CUSTOMER][NEUTRAL] Yes, it is D as in David, 43,731,790.
[AGENT][NEUTRAL] OK, um, unfortunately, ma'am, that's not gonna be our policy number if you look on the front of the insurance card, it's gonna state policy certificate number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, on this one it doesn't say that.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So I wonder why it directed me to this number.
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Yes, uh, oh wait, I think I do hold on.
[CUSTOMER][NEUTRAL] Is this um APL?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Her social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what about her first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Give me just a second, you said you're calling to check on a claim, correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Data service is 1012, 24 and bill amount is $368. She has um two other claims I want to check also.
[AGENT][NEUTRAL] OK, let me ask you this, is this for medical claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me give you her policy and I will go ahead and let you know that she only has a dental policy with us. She does not have any medical coverage with us.
[AGENT][NEUTRAL] And the claim that you just gave me, we do not have actually any claims on file for this number, um, but like I said she only has dental coverage.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Only dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like that policy number that way you will have it.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes. I mean, I guess it doesn't matter because we're not dental, but I guess, I guess I'll take it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it's 254.
[AGENT][NEUTRAL] 5552.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am.
[AGENT][NEUTRAL] Yes ma'am, did you wanna check those other claims? Um, I know we don't have them on file, but I can go ahead and check on it's up to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No, because we need to get them to the right place. I'm so confused because on her card it says for medical benefits.
[CUSTOMER][NEUTRAL] 90 degree
[AGENT][NEUTRAL] Yeah, we're affiliated um it's just with us she only has dental coverage. You may just wanna reach out to the insured and ask her who the medical policy through because it's definitely not with us.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Yes ma'am. Yes ma'am. Is there anything else I can take a look at for you?
[CUSTOMER][NEUTRAL] No, that's it. Uh, could I get a reference number?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name M as [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, well thanks for calling APL you have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.