AccountId: 011433970860
ContactId: e7c705b7-8426-469a-bdce-dafc662b6f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432359 ms
Total Talk Time (AGENT): 157244 ms
Total Talk Time (CUSTOMER): 140367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e7c705b7-8426-469a-bdce-dafc662b6f6c_20250522T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], how are you today?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm, I'm fine. I'm fine. Uh, I have some questions about a claim I'm trying to make, ma'am.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with your claims questions. Uh, can I please get your callback number, sir, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And what is your policy number?
[CUSTOMER][NEUTRAL] Oh shoot, uh, ma'am, I'm not sure. I don't.
[CUSTOMER][NEUTRAL] I don't have that card with me right now, uh.
[AGENT][NEUTRAL] OK, I, I can look it up with your social if you'd like to give that to me, it'll pull it in for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, that'd be fine. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], I believe I have you pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also I'll need for you to verify your address, phone number, and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] And what else were you needing, ma'am?
[AGENT][NEUTRAL] Your phone number that we have on the policy for you?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying your policy for me. So how can I help you with your claim?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I was just, uh, I was just talking to somebody with your company.
[CUSTOMER][NEUTRAL] And she says there was some paperwork missing about an UBL4 form for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But ma'am, that doctor visit for [PII] was nothing that had to do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With, with the claim, it had nothing to do with the surgery. It was just like a yearly checkup that I went in to get a
[CUSTOMER][NEUTRAL] And they did some labs for a metabolic panel and a lipid panel.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, do you have, do you know the claim number that that they were asking for that documentation on?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I sure don't.
[AGENT][NEUTRAL] Here, let me look and see if I can find it.
[AGENT][NEUTRAL] And what was the date of service again please sir?
[CUSTOMER][NEUTRAL] Uh, [PII] is what, what we were discussing earlier.
[AGENT][NEUTRAL] OK. All right. Let me look and see if I can find that claim.
[AGENT][NEUTRAL] OK, so on this claim and you said you had spoke to somebody earlier that helped you with this claim?
[CUSTOMER][POSITIVE] Yes, ma'am. Yes ma'am. I got a call from one of your representatives.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe, maybe about 2030 minutes ago, and then she was telling me this stuff.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And uh that they needed some paperwork but I I I I think that I don't know why this.
[CUSTOMER][NEUTRAL] But the claim that I filed for was for for [PII].
[CUSTOMER][NEUTRAL] [PII], I had a total hip replacement.
[AGENT][NEUTRAL] OK, alright, so what I, what I'm going.
[CUSTOMER][NEUTRAL] And so I, I really would need any. I'm sorry, go ahead, ma'am.
[AGENT][NEUTRAL] I was gonna go ahead and transfer you on over to a claims specialist since you have somebody working with you already on your claims um that's called you back to give you information that you need for your claims so I was gonna go ahead and let you speak to somebody in the claims department, a specialist there.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Would that help you, sir?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes ma'am, sounds good.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you on over. Thank you so much for calling APL sir. Bye-bye.
[CUSTOMER][POSITIVE] Uh thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team. I've got Mr. uh [PII] on the phone. He's already got a call back today, but he's calling because he has more uh questions about his claims. Um, his policy number is
[CUSTOMER][NEUTRAL] His policy number.
[AGENT][NEUTRAL] 2581933.
[AGENT][NEUTRAL] And he's specifically calling about claim number 3,597,460. He has been verified.
[AGENT][NEUTRAL] And let me give you the call back number.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what's his callback number?
[AGENT][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.