AccountId: 011433970860
ContactId: da44dffa-5c7a-40ba-bf9d-88a86e1eb69e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176720 ms
Total Talk Time (AGENT): 68881 ms
Total Talk Time (CUSTOMER): 74721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/da44dffa-5c7a-40ba-bf9d-88a86e1eb69e_20250220T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Synergy Wellbeing, and I have a client, um, who we filed some claims for, and I'm having trouble looking them up online. I was hoping you could help me see if they have went through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course I could check on those claims for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 02389029.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and you said there were multiple claims for the same number correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, what was that first date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then that bill amount please.
[CUSTOMER][NEUTRAL] Um, the total is 175.
[AGENT][NEUTRAL] OK, and that was before major medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you happen to have that amount after?
[CUSTOMER][NEUTRAL] Oh, I probably do just a second.
[AGENT][NEUTRAL] No, actually I think I found it. um, was this, uh, is it Synergy Wellbeing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, one moment.
[AGENT][NEUTRAL] OK, uh, so yes, it looks we did receive the claim, uh, it looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. And I faxed those in, but you guys still didn't receive them?
[AGENT][NEGATIVE] No, um, in fact it looks like this was the last piece of claim information that we received and that was, uh, [PII] we've not received anything since then.
[CUSTOMER][NEUTRAL] OK. I will get them, that's probably the case for all of these. So I will get them resent. Um, can I get your fax number again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course that's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Is that the best way to get them sent to you?
[AGENT][NEUTRAL] I would say so.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thank you bye bye.