AccountId: 011433970860
ContactId: eaa6e40b-8547-427f-b5ac-a52abc6154f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541619 ms
Total Talk Time (AGENT): 241027 ms
Total Talk Time (CUSTOMER): 185313 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/eaa6e40b-8547-427f-b5ac-a52abc6154f7_20250505T17:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, uh, my name is uh [PII] and my last name is [PII]
[AGENT][NEUTRAL] OK. Coffee, is that correct?
[CUSTOMER][NEUTRAL] Yeah, coffee, yeah, [PII]
[AGENT][NEUTRAL] OK, Mr. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh,
[CUSTOMER][NEUTRAL] I'm working for MAU.
[CUSTOMER][NEGATIVE] And uh I'm paying for the insurance. That's why I'm calling you. I received a a a a bill from my insurance. It was a medical visit and the amount, the full amount is 827 to pay and I realized that the insurance didn't pay nothing and I have to pay the full amount so.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I am very frustrated, honestly, I don't know why it's been like that. So I'm calling to know what is the next step to use because this amount I cannot pay by myself.
[AGENT][NEUTRAL] OK, so you have a, a plan with APL through your employment, is that correct? And you're calling about a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes sir, I can help you. And what is your callback number please, Mr. [PII]?
[CUSTOMER][NEUTRAL] The card number.
[AGENT][NEUTRAL] No, your, your phone number?
[CUSTOMER][NEUTRAL] My phone number
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], that's what I use.
[AGENT][NEUTRAL] Thank you. And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number?
[CUSTOMER][NEUTRAL] Look, it is, uh, OK, it's very small here. OK, I see something like a D or oh I don't know to begin.
[AGENT][NEUTRAL] No, I don't. Yes, sir, that's not the number that I need. Uh for AP that's a 90 degree benefit number. There should be another number also on your ID card or you can give me your full social security number so I can look your information up.
[CUSTOMER][NEUTRAL] OK, my, my, my, yeah, my social is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, just a moment, Mr. [PII], let me see if I can locate your information please.
[AGENT][NEUTRAL] You said the last number is a [PII], is that correct? [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, which one?
[AGENT][NEUTRAL] Your social security number?
[CUSTOMER][NEUTRAL] Yeah, I said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Mr. [PII], I will have to verify several things with you first for security purposes, and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you'll please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Yeah, my, my DOB is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Thank you, and then also your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and then the phone number that we have on file for you, it is different than the one you gave me.
[CUSTOMER][NEUTRAL] Yes, yeah, but the one, OK, I give you the one that I'm using that's why I said that, um, it is um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you and the last thing to verify is your email address?
[CUSTOMER][NEUTRAL] The email address is [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. So what is the date of service that you're calling about today?
[CUSTOMER][NEGATIVE] Yes, uh, I'm calling about, uh, it is a claim because I'm complaining about the situation. I received.
[AGENT][NEUTRAL] I understand, but what is the date of service? What is the date of service for your claim?
[CUSTOMER][NEUTRAL] Of a day, I a date, let me see.
[CUSTOMER][NEUTRAL] They did.
[CUSTOMER][NEUTRAL] They said this is is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a bill amount?
[CUSTOMER][NEUTRAL] February.
[AGENT][NEUTRAL] Yes, so do you have a billed amount on that claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I have a deal, yeah.
[CUSTOMER][NEUTRAL] The amount
[AGENT][NEUTRAL] How much? Yes, sir.
[CUSTOMER][NEUTRAL] 882 7.
[AGENT][NEUTRAL] OK, just a moment please.
[AGENT][NEUTRAL] And who, what is the name of the provider group?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, you're talking like, uh, you're talking about the doctor.
[AGENT][NEUTRAL] Yes. What is the name of the group?
[AGENT][NEUTRAL] That would have filed the claim.
[CUSTOMER][NEUTRAL] I try
[CUSTOMER][NEUTRAL] I try.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm waiting for [PII].
[AGENT][NEUTRAL] information to load.
[AGENT][NEUTRAL] OK, now,
[AGENT][NEUTRAL] I do not see a claim on file here at APL for you for that data service.
[AGENT][NEUTRAL] And that bill amount, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, no, I don't have, I didn't say I already make a claim. I want to make a claim about what I give you as information. I don't know if uh.
[CUSTOMER][POSITIVE] I am at the right place.
[AGENT][NEUTRAL] OK, so Mr. so what I can do for you is I will email you the claim form that has the instructions on it.
[AGENT][NEUTRAL] For the other documentation that you will also have to provide for us in addition to that claim form and I will also include our portals user guide.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So that you can set up your profile and that way you can upload your information for our review.
[AGENT][NEUTRAL] Into your portal if you're able to if you have a computer if not on the bottom of page one of the claim form, it does have a fax number.
[AGENT][NEUTRAL] That you can fax your information to.
[CUSTOMER][NEUTRAL] How many pages is it?
[AGENT][NEUTRAL] The claim form
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's a total of 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. And, and I will send you that just as soon as we get off of the phone. The email that you're gonna receive, Mr. [PII], will come from [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] And I will put APL in the subject line for you so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, and so you should have, I don't think that it would go to your junk or spam folder, but if you have not received that email within just a few minutes, you may want to check one of those folders, but again it's going to come from [PII].
[AGENT][NEUTRAL] And there will be 2 attachments.
[CUSTOMER][NEUTRAL] Did you send it already?
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Did you send it already?
[AGENT][NEUTRAL] I have not. No, sir.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][POSITIVE] Yes, sir, but I will be sending it in just as soon as I'm working on it now, so you should be you will have it in just a few minutes.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] You're very welcome. So, can I help you with anything else at the moment?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you. Have a good day.
[AGENT][POSITIVE] OK. I hope you have a nice day too, and thank you again for calling APL.