AccountId: 011433970860
ContactId: e70fd99a-cac7-415c-a735-f9bb789b5b40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282230 ms
Total Talk Time (AGENT): 166046 ms
Total Talk Time (CUSTOMER): 61126 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e70fd99a-cac7-415c-a735-f9bb789b5b40_20250106T22:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling to check on my uh on my claim, the status of it.
[AGENT][POSITIVE] OK, yeah, I can check on a claim for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, um, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, area code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 1054228.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK, and if we're just gonna verify some information really quick, um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] All right, I appreciate you verifying all that information. OK, bear with me just a moment, let me take a look here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see a claim from.
[AGENT][POSITIVE] Buyo Family Care and looks like we paid that benefit of $950. You'll give me one moment, I will get that check information for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I think they have been taking a little bit longer lately. I think probably because of the holidays. Let me see when that was issued.
[AGENT][NEUTRAL] OK, so this check was just issued on January the [PII] of this year and of course it has not yet cleared um but I am showing it sent to the correct address, um, I can't imagine it would take much longer since it's after the holidays that it was sent out um I will say if it's been.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our line is over 30 days and you could give us a call and we void it and reissue, but I'd say maybe about a week or so you should be receiving that.
[CUSTOMER][NEUTRAL] Yes ma'am, OK, OK, so that, uh, the other ones wasn't cleared or what was it?
[AGENT][POSITIVE] Oh, you did do a few. I'm so sorry. I saw that top one. I didn't look at the others. Apologize. Give me just a moment, let me check those out.
[AGENT][NEUTRAL] Uh, what is that? He humble eye center? Let's see, I don't know if that's how I'm saying. OK, let me take a look. Give me just a second here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] OK, now for this one it's stating that we're missing some information um it's stating for most of these items.
[AGENT][NEUTRAL] We need it says please provide a diagnosis code for the data service and you can get that from the provider that you went to so we just need those diagnosis codes.
[CUSTOMER][NEUTRAL] OK, I may have it, I may already have it.
[AGENT][NEUTRAL] OK, yeah, absolutely, um, even if you're not sure you can go ahead and send it um, worst we're gonna say is that's not right, but you can still request that information from them, OK, and then let me check this last one here from Southern smiles.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, there's quite a few on this one. Bear with me just a moment.
[AGENT][NEUTRAL] OK, so for all of these items from Southern Smiles, it's stating that none of them are going to be covered under your policy.
[AGENT][NEUTRAL] So that the surgery is not covered. Um, yeah, it doesn't provide a benefit for surgical procedures or that it's not not a covered loss.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so none of the southern smiles.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, yeah, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well thanks for giving us a call. I hope you have a great rest of your day. I apologize for the confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.