AccountId: 011433970860
ContactId: d15577fb-9287-4bae-b7f5-d924aa008b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244419 ms
Total Talk Time (AGENT): 76979 ms
Total Talk Time (CUSTOMER): 106632 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d15577fb-9287-4bae-b7f5-d924aa008b81_20250414T19:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is help you. How can I?
[CUSTOMER][NEUTRAL] A.
[CUSTOMER][NEUTRAL] Hi this is [PII] No.
[CUSTOMER][NEUTRAL] I'm, I'm calling just to verify if my account is good because um I spoke uh to the hospital where my daughter recently visited, and they, they claim that they're still waiting for APL, the, the, um.
[CUSTOMER][NEUTRAL] The payment and I just wanna verify if everything's good.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] What is your
[CUSTOMER][NEUTRAL] The policy number is 02556425.
[AGENT][NEUTRAL] OK, let me just repeat that just to make sure I have that correct, OK? I have that as 02556425.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And may I have you as well your date of birth to to start.
[CUSTOMER][NEUTRAL] Let me know if you need the group number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, of the, of the primary card owner date of birth?
[AGENT][POSITIVE] Yes, you're work hard are correct?
[CUSTOMER][NEUTRAL] Or the patient you're referring to I thought, OK, OK, uh, [PII].
[AGENT][NEUTRAL] OK, thank you and what is your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Thank you very much. Verify both your mailing and email addresses.
[CUSTOMER][NEUTRAL] Uh, my email address, I wanna say [PII], is that correct? Because I got too many email addresses.
[AGENT][NEUTRAL] Maybe associate with your work.
[CUSTOMER][NEUTRAL] Uh, OK, [PII].
[AGENT][NEUTRAL] OK, and what is your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you so much for the verification process. Now you're calling in regards to a claim for your dependent and what is your dependent's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] No and date of birth, um, [PII].
[AGENT][POSITIVE] OK, thank you so much for that and you're calling for claim status, and what is the date of service please so I can check that for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, sir.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was that an ER visit, perhaps?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, one moment, thank you.
[AGENT][NEUTRAL] OK, it shows that we received a claim and it was processed for that date of service, uh, West Kendal Baptist Hospital. We made a payment in the amount of $1,092.03.
[CUSTOMER][NEUTRAL] Yeah, I mean, I know it's because I got, I got an envelope a letter from you guys saying that. I just want to confirm it. It was weird that they told me they haven't received it. I don't know what's going on with them.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Never mind then.
[CUSTOMER][NEUTRAL] Thank you for confirming that. I, I, I just wanted to confirm that the letter was correct, that's all.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Of course. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] No, that's about it for now. Thank you so much. I just was, I was just making sure, making sure everything's OK. All right, thank you.
[AGENT][POSITIVE] OK. You're welcome, sir.
[AGENT][POSITIVE] You're welcome, sir. Thank you for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye.