AccountId: 011433970860
ContactId: d8ed9666-008d-4ef7-b845-28667d71d80c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213910 ms
Total Talk Time (AGENT): 78430 ms
Total Talk Time (CUSTOMER): 95266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d8ed9666-008d-4ef7-b845-28667d71d80c_20250131T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Um, so I have a few claims that, uh, my insurance, I would, I, I submit, like, I know that they submitted to you and I received, uh, a, um, in the mail, um, a letter saying that they did not submit the explanation of benefits. So I called back, I spoke with you, they, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, your, uh, one of your colleagues told me to, uh, do it, like, submit the explanation of benefits through the portal. Um, I could not, uh, I could not get in the portal with the credentials that I have, and I've tried everything, and I called back and it didn't work. So, I did fax them like a few days ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I would like to see if you received the fax.
[AGENT][NEUTRAL] OK, absolutely. What is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the policy number is
[CUSTOMER][NEUTRAL] 02557
[CUSTOMER][NEUTRAL] 860
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Alright, thank you, let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then if I could verify please your date of birth and address?
[CUSTOMER][NEUTRAL] Yes, [PII]. And the address is [PII] uh [PII].
[AGENT][POSITIVE] Thank you. And the [PII], is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Great. Thank you so much.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Um, it looks like we did receive your explanation of benefits, so it looks like we got both submissions and so those are in process to be paid out to the provider.
[CUSTOMER][NEUTRAL] Mhm, mhm. Um, do you know if they're both approved or?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so there was one claim that was approved for a date of service of [PII] and the full amount was sent to the provider which was Vital MD Group Holdings.
[CUSTOMER][NEUTRAL] Mhm. 4 $86 something like that, right?
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] 8 $86.12.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there was one for HCA Florida for 350 and that was paid also.
[CUSTOMER][POSITIVE] Oh, thank you so much. Oh, you cannot imagine how much like this is gonna, you know.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah absolutely so that'll be sent to them um it's in a check form, so just give it some time for them to receive and process those.
[CUSTOMER][POSITIVE] OK. Thank you so much. I do appreciate it. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Bye bye. You too. Bye-bye.