AccountId: 011433970860
ContactId: eb676b24-3166-4031-9f0b-cc5fa36eb565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205860 ms
Total Talk Time (AGENT): 102480 ms
Total Talk Time (CUSTOMER): 57571 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/eb676b24-3166-4031-9f0b-cc5fa36eb565_20250624T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling to check on my claims.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with claim status. Um first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] That's 256.
[CUSTOMER][NEUTRAL] 9252.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] And verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claims you're calling about?
[CUSTOMER][NEUTRAL] Um, those are the ones I submitted last Tuesday. Um, I really can't remember the date of services or the what you call it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I'm showing the most recent claim submitted.
[AGENT][NEUTRAL] Let's see, we're on [PII] and I'm showing that they actually paid out today, um, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] They processed and paid out today for $252.66.
[CUSTOMER][NEUTRAL] OK, that's all together?
[AGENT][NEUTRAL] Yes, ma'am. For the dates of services [PII] and [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. And it tells you what they.
[AGENT][NEUTRAL] Yes, ma'am. Yeah, they pay that. Mhm.
[CUSTOMER][NEUTRAL] It tells you what they paid out for, right? Because the claims are for more than that, um.
[CUSTOMER][NEUTRAL] On the EOBs or whatever.
[AGENT][NEUTRAL] Yeah, that's why.
[AGENT][NEUTRAL] Yeah, that's why I asked for the date of service so that I could book a month for it.
[AGENT][NEUTRAL] Let's see for this particular claim, or these two particular claims, um, I'm showing that the dates of services were for [PII].
[AGENT][NEUTRAL] And for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and yeah, those two dates of services, um.
[AGENT][NEUTRAL] Or for the these, these claims that paid out and it paid out for $252.66.
[CUSTOMER][NEUTRAL] OK, so the [PII], uh, did you go over that one real quick?
[AGENT][NEUTRAL] OK. Yes, ma'am. The claim for 58 for a Labor.
[AGENT][NEUTRAL] I'm showing that it was 3, I'm showing that it was 3 lines and one line paid out for $26.64. Another line paid out for $6.77 and then the last line paid out for $6.34.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Alright, well thank you so much for looking it up for me.
[AGENT][POSITIVE] OK. No problem. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Yeah, thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.