AccountId: 011433970860
ContactId: d9079ab5-9590-4b80-974d-c8c7aafd3a73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144000 ms
Total Talk Time (AGENT): 78710 ms
Total Talk Time (CUSTOMER): 64863 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d9079ab5-9590-4b80-974d-c8c7aafd3a73_20250107T17:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling on behalf of Progressive Home Health. I'm actually trying to track down some old claim statuses.
[AGENT][NEUTRAL] OK, yeah, I can check on some claims for you, [PII]. Uh, first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sure, sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, I have 1435914 the ID number I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a couple of them and they're actually from [PII]. I don't know if you still have access to those. Yeah, I don't know if you still have access to those.
[AGENT][NEUTRAL] OK, so, uh, all the claims you're needing, no, no, that's fine. Uh, in fact, the policy number you gave me terminated in [PII], uh, so let me see if he had one that was, well, let me see, he might have had one that was active at that time. Let's see.
[CUSTOMER][NEGATIVE] Oh, so they were never paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, he did not. OK, so this was the only policy he had with us, but I will still check to see if we received those. Give me just a moment. What date in August?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the, uh, billed amount?
[CUSTOMER][NEUTRAL] Uh, it looks like 1,125.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, there it is. OK, yes, progressive comes, so we did receive it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And of course yes we were unable to pay a benefit as services were rendered after coverage was terminated, so did you need the uh claim number?
[CUSTOMER][NEUTRAL] Got you
[CUSTOMER][NEUTRAL] Uh, yes, if you don't mind.
[AGENT][NEUTRAL] Of course, it is 315-516-2.
[CUSTOMER][POSITIVE] Got you thank you ma'am.
[AGENT][NEUTRAL] Yeah, of course. Were there um other claims or was this the only claim you were needing to look at?
[CUSTOMER][NEUTRAL] Well, there's another one for September, but it's you gave me the information I needed so.
[AGENT][NEUTRAL] Same, yes, got you. I understand. OK, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank