AccountId: 011433970860
ContactId: dddc0ae6-e06b-4ee3-b4b9-dca0e687a5d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481510 ms
Total Talk Time (AGENT): 54471 ms
Total Talk Time (CUSTOMER): 136284 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/dddc0ae6-e06b-4ee3-b4b9-dca0e687a5d0_20250519T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing good thank you. I've got a member on the line who just immediately asked to talk to a claim specialist regarding a claim. Um, I did verify her and everything, but unfortunately I don't know what else it was in regards to she seems very about the business.
[AGENT][NEUTRAL] OK, so you weren't able to determine what the call was in regards to?
[CUSTOMER][NEUTRAL] I have the claim number that's about it.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] That is 736-8888.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You do are ready for the claim number?
[AGENT][NEUTRAL] Yes, what is that claim number?
[CUSTOMER][NEUTRAL] Uh 36025887.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then did you need her call back?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, that is 770896-9845.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright sorry I couldn't get more information for you. Are you ready for her?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right thanks bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I spoke with you maybe a few minutes ago, or not a few minutes, not long ago, right? And um this is about the explanation of benefits that you need from the hospital, from the Humana, from my Humana.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I just called them and I explained, no problem. They already have it on file but they sent it to me and I know I sent it to you because you had asked me or somebody had asked me for it and when I do the claim, I sent it in, right? [PII], that's when they said they sent it out to me and they're gonna send it again. I told them, please send it again, but I just want you to know that it's in my file, the explanation of the benefit from Humana.
[CUSTOMER][NEUTRAL] So you're asking me again to do it again and I just feel like I'm not sure if somebody's not looking.
[CUSTOMER][NEGATIVE] To see that it is there, but I just constantly just sending in paperwork of the same thing and it's kinda, kinda getting me frustrated about that. Are you sure they actually look through to make sure they have it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I can check and take a look and see if we received the explanation of benefits. Um, let me put you on a brief hold and I can take a look to see if we did receive it. Give me one moment, Miss [PII].
[CUSTOMER][NEUTRAL] The explanation from your manner?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] But like
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. So I was looking at the documents that we received on the previous claim, I do show we got the Humana for the February dates, but not the March.
[AGENT][NEUTRAL] So we'll get the February reprocess just we just needing March dates.
[CUSTOMER][NEUTRAL] OK, so you need the explanation.
[CUSTOMER][NEUTRAL] In the part of March. All right, no problem. I did tell him to send, send me out February and March, so when I get it, I will get it to you, OK?
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, [PII], thank you so much again. I appreciate you, OK?
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye.