AccountId: 011433970860
ContactId: c8ba06a2-d0e0-41bf-b1b0-5ee58c4a7512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736950 ms
Total Talk Time (AGENT): 116498 ms
Total Talk Time (CUSTOMER): 78033 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c8ba06a2-d0e0-41bf-b1b0-5ee58c4a7512_20250616T17:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Yeah, my name is
[CUSTOMER][POSITIVE] Hi [PII], hey, and I'm sorry. How are you?
[AGENT][POSITIVE] I'm doing well. How are you? Yes, I can hear you.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] OK, I'm sorry about that. I had those. I'm so sorry. I was calling to take the status of a claim that I had submitted.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] Sure, I'll be more than happy to assist you with the claim. Are you the insured or you're calling with the provider's office?
[CUSTOMER][NEUTRAL] Oh, it's my policy. I was checking for my daughter.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and telephone number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. May I have your policy number?
[CUSTOMER][NEUTRAL] 1836605.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And can you verify your date of birth and then your daughter's um date of birth and the mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 7, I mean um [PII]. That is our address and date of birth for me is [PII], and my daughter is um [PII].
[AGENT][POSITIVE] Thank you for that and then just your email, I'm sorry.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and hold on one moment, let me take a look.
[AGENT][NEUTRAL] Are you calling about the documents that were received on [PII] or the
[AGENT][NEUTRAL] denial before it on [PII], I mean [PII].
[CUSTOMER][NEUTRAL] Uh, it might have been from the [PII], but then when I spoke to the claims adjuster and I explained it to her, she said she's gonna go back in there and take a look at it, so I just didn't know if she had any updates.
[AGENT][NEUTRAL] OK, hold on, let's see.
[CUSTOMER][NEUTRAL] Cause one of us for anesthesia and the other one is like surgery charges.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what the.
[AGENT][NEUTRAL] OK, I see the notes here. Do you mind if I place you on just a brief hold so I can read these notes?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I didn't, I read the notes, but I didn't see like an update. So I reached out to [PII], um, the representative that called you to see if she has an update. I'm trying to see if I can get you connected to her. Um, she just read the message so that I can get uh some type of resolution for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I didn't want you to think I forgot about you. I was just uh trying to get that together on the other line.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thanks again for holding. So, [PII] just got back with me, so she's on a call. She said she will call you right after this call is completed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'll go ahead and note the policy and she has your policy number. I gave it to her and um your contact information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, no, ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.