AccountId: 011433970860
ContactId: e9d98ada-c80d-44ce-8622-e29a22dcc78f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652599 ms
Total Talk Time (AGENT): 76659 ms
Total Talk Time (CUSTOMER): 120201 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/e9d98ada-c80d-44ce-8622-e29a22dcc78f_20250327T15:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] [PII], good morning. My name is [PII]. I, I'm calling about claims, please.
[AGENT][NEUTRAL] I'd be happy to assist with claims and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, and [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Um, the first policy number is 2556504.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] The first day of service for this patient is [PII].
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] Our tax ID [PII].
[AGENT][NEUTRAL] I'm showing a payment was made on [PII] in the amount of $977.12.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII], you said?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] This year, right? Because.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yes, because I, I called requesting a reiss check. Um, are you able to see if this is already cash?
[AGENT][NEGATIVE] No, it hasn't been cashed.
[CUSTOMER][NEUTRAL] Can I
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, I can hear you now. Can I have a payment information?
[AGENT][NEUTRAL] Check number is 203-285-1.
[CUSTOMER][NEUTRAL] Can you repeat again what was the, the payment amount?
[AGENT][NEUTRAL] $977.12.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I have another day of service for the same patient, please.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm showing that the claim denied because there was no active coverage.
[AGENT][NEUTRAL] One moment because I'm under the.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] Let me see if they did it under the.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Other policy number one moment please.
[CUSTOMER][NEUTRAL] I, yes, I, I believe I called let me see my notes. Yes, I called on [PII] and the representative was, uh, removing the old policy number and she attached the new policy number. She asked me to only to wait until she sent back.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't see where.
[AGENT][NEUTRAL] It was, one moment please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] She gave me the new ID number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for your patience.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I've reprocessed that claim for you. um, let me give you the claim number.
[CUSTOMER][NEUTRAL] Yes, I have
[AGENT][NEUTRAL] 3581529.
[CUSTOMER][NEUTRAL] OK, how long it will be should the payment?
[AGENT][NEUTRAL] It'll go out tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That's all for now. Can I have a reference number for my card, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your help. That's all for now. Bye bye.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too bye.