AccountId: 011433970860
ContactId: d3e713f7-76d1-49ea-9dd4-fbf5f2f16903
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227679 ms
Total Talk Time (AGENT): 61180 ms
Total Talk Time (CUSTOMER): 84789 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d3e713f7-76d1-49ea-9dd4-fbf5f2f16903_20250421T12:17_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I had placed a claim, claim number is 358-8701. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] None of it was covered. Can you please let me know what does this plan cover for me?
[AGENT][NEUTRAL] Sure, I can do that for you. Um, what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] [PII], verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that and what's your email address?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Mm, what's your work email? I think it's your work email on file.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now let's look at this claim.
[AGENT][NEUTRAL] Now did you receive the explanation of benefits or did you just get a text message telling you that it was completed?
[CUSTOMER][NEUTRAL] No, no, it said, um, I received.
[CUSTOMER][NEGATIVE] A statement that says this is not a bill and it says outpatient expenses and everything says 0 so I, I don't, don't quite understand.
[AGENT][NEUTRAL] Look on the back of that document that you have and tell me what you see.
[CUSTOMER][NEUTRAL] Oh, I didn't even look at the box. This is um.
[AGENT][NEUTRAL] Is there a description because it looks like additional information is being requested.
[CUSTOMER][NEUTRAL] Oh, OK. However, your order for the consideration, the policy will need supporting documentation and would this be like the, the results?
[AGENT][NEUTRAL] Yeah, so supporting documentation it further reads, uh, supporting documentation may include.
[CUSTOMER][NEUTRAL] Well that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, an itemized bill.
[AGENT][NEUTRAL] So you could reach out to the hospital or the health care provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I did, I did send in an itemized bill.
[AGENT][NEUTRAL] Does it have the diagnosis code on it?
[CUSTOMER][NEUTRAL] Oh, I don't know. I would have to check. Yeah, but I put in, OK, your test results, like I'm sending the test results. OK. OK. Thank you. I'm sorry, I didn't see that.
[AGENT][NEUTRAL] Yeah, I'm a, I'm a.
[AGENT][NEUTRAL] Well, whatever you send us, it would need to have your diagnosis code on there.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so much. Have a nice day.
[AGENT][NEUTRAL] All right. Anything else, [PII]?
[CUSTOMER][POSITIVE] No, that's it, dear. Thank you.
[AGENT][POSITIVE] OK, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.