AccountId: 011433970860
ContactId: d09ce491-5c59-4fcf-ad5f-b93209630089
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229619 ms
Total Talk Time (AGENT): 107252 ms
Total Talk Time (CUSTOMER): 94211 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d09ce491-5c59-4fcf-ad5f-b93209630089_20250224T23:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I don't know if you were the person who helped me last, um, we spoke a lot about benefits or not, but anyway, um, I have a quick question about the process. Do you have a minute?
[AGENT][NEUTRAL] Yes ma'am, I can help you with um is it the process of filing a claim Miss [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, well, my my question is um.
[CUSTOMER][NEUTRAL] Do if once my primary insurance pays like United Healthcare and then I need to submit it to you, does United submit it to you? Does my provider need to submit it to you? Do you reimburse the provider or reimburse me? How does that work?
[AGENT][NEUTRAL] OK, um, uh, first, Ms. [PII], and I'll be able to answer all your questions. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Sure. Uh oh.
[CUSTOMER][NEUTRAL] Um, here it is, it is 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 725.
[CUSTOMER][NEUTRAL] 506
[CUSTOMER][NEUTRAL] I'm sorry, 0257250606.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], and then, uh, first, can you please provide for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I'll also need your address, phone number and email address please.
[CUSTOMER][NEUTRAL] My address is [PII]. My email is [PII]. My husband's is [PII].
[CUSTOMER][NEUTRAL] And what was the last one?
[CUSTOMER][NEUTRAL] My phone number?
[AGENT][NEUTRAL] The number on the policy, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you Ms. [PII], and then the number that you're calling from, the [PII], is that a good call back number if we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. I appreciate you giving me all that information. um, so it depends if you turn in your supplemental insurance card with your primary insurance card to the facility that you used, the facility.
[AGENT][NEUTRAL] file the claim once they get the back from the primary insurance if the filed the claim.
[CUSTOMER][NEUTRAL] Hey, [PII], [PII], I'm hearing about, um, wait, I'm hearing about every, I'm here, hello?
[CUSTOMER][NEUTRAL] I'm hearing about every other word. Can you try that again?
[AGENT][NEUTRAL] Oh, yes, ma'am. Can you hear me?
[AGENT][POSITIVE] Oh, I'm so sorry, ma'am. OK.
[CUSTOMER][NEUTRAL] Yes, now it's better go ahead.
[AGENT][NEUTRAL] OK good um so if the facility files the claim then the facility will be paid if you file the claim, then you will be paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so I just have to work with the provider then because and and see alright um thank you so much, we'll work it out.
[AGENT][NEUTRAL] Yes, Ms. [PII], I hope I was able to answer your questions. Um, if you have any more.
[AGENT][POSITIVE] Always feel free to pick up the phone and call OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. OK. Bye-bye.
[AGENT][POSITIVE] You're welcome you have a good night bye bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.