AccountId: 011433970860
ContactId: d8bd9fa1-3faa-449c-bca7-6965b72e8b2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167009 ms
Total Talk Time (AGENT): 50317 ms
Total Talk Time (CUSTOMER): 78663 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d8bd9fa1-3faa-449c-bca7-6965b72e8b2c_20250624T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Hi good morning I was calling because I was trying to find out the status of the claim, so I went online and I saw that there was no payment that was uh sent, so I wanted to find out the reason why.
[AGENT][NEUTRAL] OK, and what is your name and the policy number I can verify claim status for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 021-61355.
[CUSTOMER][NEUTRAL] M as in Mary, L as in lion, 7.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][POSITIVE] The scholarship and affordable tuition and why we have online classes and the support you need from your first day to work.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Mailing address is [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, thank you. And who is the claim for?
[CUSTOMER][NEUTRAL] My son [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, it looks like on this claim, we're requesting the explanation of benefits of the primary insurance carrier and the diagnosis code for the date of service.
[CUSTOMER][NEUTRAL] Explanation of benefits from the carrier and the code. OK, so I guess I'll get that online from them and then do I resubmit the claim?
[AGENT][NEUTRAL] Yes, ma'am. Uh, you won't be able to attach it to the claim. It's already been processed, so it would just be a new claim.
[CUSTOMER][POSITIVE] No claim. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.