AccountId: 011433970860
ContactId: e5b92671-57f8-4c07-a005-545332ebb09c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541130 ms
Total Talk Time (AGENT): 166437 ms
Total Talk Time (CUSTOMER): 233946 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e5b92671-57f8-4c07-a005-545332ebb09c_20250226T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] I, uh, I'm, uh, I, I, I have, uh, I'm, I'm concerned about, uh, the bill I received, my wife's bill I received. I can't understand why, why we never get the, the bill like this just for lab exam, um, the balance due is 925.
[CUSTOMER][NEUTRAL] $925.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEGATIVE] I can't, I can't, I can't understand that.
[CUSTOMER][NEUTRAL] Yeah, uh, is it, uh,
[CUSTOMER][NEUTRAL] 422
[CUSTOMER][NEUTRAL] 58302
[CUSTOMER][NEUTRAL] She is a gas in the wind.
[AGENT][NEUTRAL] Is that your social security number?
[CUSTOMER][NEUTRAL] My, no, no, no, no, my social security number, you, you need that full or just for the four last digits.
[AGENT][NEUTRAL] The full social.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, I will repeat [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] The policy number, no, no, no, the policy number I what I gave you is not the the policy number.
[CUSTOMER][NEUTRAL] I can give you the policy number.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] 0258.
[CUSTOMER][NEUTRAL] 7320.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you calling about a medical claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I have a premium, but I don't understand why.
[CUSTOMER][NEUTRAL] We didn't cover the.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] You're calling about a claim or a premium?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm in the premium.
[AGENT][NEUTRAL] The premiums for this policy?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't know if I'm on premium or what, but I, I, what I know I took because um.
[CUSTOMER][NEUTRAL] I know there's the highest one, the 2nd highest one.
[CUSTOMER][NEGATIVE] I never received received the.
[CUSTOMER][NEUTRAL] The bill from lab.
[CUSTOMER][NEUTRAL] It's this month, a month.
[AGENT][NEUTRAL] OK, are you calling about a, are you calling about a bill, uh, from a provider?
[CUSTOMER][NEUTRAL] Usually I don't receive anything.
[CUSTOMER][NEUTRAL] Yeah, yeah, be information, yeah, it, yeah, yeah, from the provider, yeah.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] And you're, you're calling about a claim, a bill that you got from the provider, the
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Are you trying to file a claim or?
[CUSTOMER][NEUTRAL] That's a claim. I don't understand why it's 9:25.
[CUSTOMER][NEUTRAL] That's claim.
[AGENT][NEUTRAL] OK. We haven't received the claim yet. Is it the claim on you?
[CUSTOMER][NEUTRAL] I'm talking to you. That's the first time I called. I don't know how to make a claim.
[AGENT][NEUTRAL] Oh, you're trying to file a claim. OK. We will need an itemized bill that has procedure codes, diagnosis codes, and the charges on it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you would have to send us a bill.
[CUSTOMER][NEUTRAL] 00 I.
[CUSTOMER][NEUTRAL] Uh-huh, by email?
[AGENT][NEUTRAL] Uh, we do not accept the emails. You can fax it or you can upload it to our online service center or you can mail it to us.
[CUSTOMER][NEUTRAL] Yeah, um, it'll take time, yeah, um.
[CUSTOMER][NEUTRAL] Mailing could you give me uh the fax number?
[AGENT][NEUTRAL] 877365.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Please, please. You said 877.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 8. Correct.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 94
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] OK. You said 877365-9423.
[AGENT][NEUTRAL] 23. Correct, yes sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then uh I don't know.
[CUSTOMER][NEUTRAL] Sometimes uh the fax is uh.
[CUSTOMER][NEUTRAL] Is uh
[CUSTOMER][NEUTRAL] Can make it. May I have uh the mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Please. You said 2?
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] City, [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Zip code?
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, it's 7
[CUSTOMER][NEUTRAL] 124.
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 124.
[CUSTOMER][NEUTRAL] 13, OK.
[AGENT][NEUTRAL] 73 124.
[CUSTOMER][NEUTRAL] 1224.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can go or you can go online and file it, upload it to our system.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, uh, on, OK, that would be easier, yeah, um.
[AGENT][POSITIVE] And that is secured.
[AGENT][NEUTRAL] S E
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] You can go online and upload it to our online service center if you would like.
[CUSTOMER][NEUTRAL] Yeah, you said SE that service.
[AGENT][NEUTRAL] Yes, S E C U.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] R
[AGENT][NEUTRAL] E D.
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, you said secured.
[AGENT][POSITIVE] Secured
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, OK, that will be easier, yeah, I think so. Thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling IPL. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] I, I, I, I appreciate your help.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.