AccountId: 011433970860
ContactId: f731e377-7fb5-40d1-9f8f-d0c0ad8e2783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695330 ms
Total Talk Time (AGENT): 233852 ms
Total Talk Time (CUSTOMER): 147142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f731e377-7fb5-40d1-9f8f-d0c0ad8e2783_20250507T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm actually calling, um, I'm a bro um calling from the office of a broker in reference to one of our groups.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] And um what is the group number that you are calling for today?
[CUSTOMER][NEUTRAL] Yes, it is 26652.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I've got the group pulled up.
[AGENT][NEUTRAL] Can you please just uh verify the group address for me?
[CUSTOMER][NEUTRAL] Uh, group address. OK, one second.
[CUSTOMER][NEUTRAL] Address I have here [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. I appreciate you verifying that for me. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, so I'm calling in regards to a claim that was submitted back on [PII]. I wanted to know who can I speak to regarding the status of this claim.
[AGENT][NEUTRAL] OK, I can search the claim status for you, Ms. [PII]. Um, can you give me the um member's policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number. OK, give me one second, let me see if I can look it up for you.
[AGENT][NEUTRAL] Certainly.
[AGENT][POSITIVE] And real quick just in case the call gets dropped, may I have your callback number?
[CUSTOMER][NEUTRAL] Yes, so that would be [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK, so let me see here.
[CUSTOMER][POSITIVE] It's loading. I'm sorry.
[AGENT][NEUTRAL] That's fine. I might be able to look it up under the group let me try that. um, what is the member's name?
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] I, well, I got the policy number now. The member policy number is 255-0760.
[AGENT][POSITIVE] Oh, awesome.
[AGENT][POSITIVE] OK thank you I appreciate that and let me look them up real quick.
[AGENT][NEUTRAL] OK, and can you just verify the member's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Member is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. And you need the date of birth?
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much Ms. [PII] for verifying that for me. Alright, so um you guys sent in a claim and you're just calling to get the claim status. Can you give me the date of service?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or what day you guys reported it? Either one.
[CUSTOMER][NEUTRAL] OK, so this was sent.
[CUSTOMER][NEUTRAL] [PII], and it was sent to the APL customer care team.
[AGENT][NEUTRAL] OK, and what type of claim was it? I see one for wellness that was sent.
[AGENT][NEUTRAL] From mid-Florida pathology.
[CUSTOMER][NEUTRAL] Yes, mid Florida pathology, that is one of them.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And do you have the charge amount?
[CUSTOMER][NEGATIVE] Give me 1 2nd because all of this should have been on.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And just if this helps you any, I did see a claim that was received on [PII] for that um facility but then on [PII] the um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] April
[AGENT][NEUTRAL] [PII] we process the claim and paid.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To um.
[AGENT][NEUTRAL] Let me, it's gonna be check number 2041402 for the same facility, Mid Florida pathology.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] If they cash that check.
[AGENT][NEUTRAL] Check one out on [PII] and it was in the amount of $652.03 and I do show that the um.
[AGENT][NEUTRAL] Check went to Miss [PII].
[CUSTOMER][NEUTRAL] Yep, that is what the invoice shows.
[AGENT][NEUTRAL] Yes, and the check did go to Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it just hasn't been cached yet but it just recently went out on [PII] so it might just be that it just hasn't got to her yet. Now if she hasn't received it like in the next week, would you guys please call and let us know and we can void it and reissue for her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, would you be able to do me a favor and send me an email um stating that stating the status of this claim that you just mentioned to me that it has been completed along with payment has been sent and the date it was sent?
[AGENT][NEUTRAL] Uh, yes ma'am, I think I can do that. What is your email address?
[CUSTOMER][NEUTRAL] Yes, so my email address is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me make sure, let me read it back to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, I'm gonna put you on a quick hold, Miss [PII], while I get that email ready for you and I'll be right back with you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], is your name [PII] is spelled out all the way [PII], right?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] But on your email is spelled [PII]
[CUSTOMER][NEUTRAL] Yes, so my email it's [PII] is my last name.
[AGENT][POSITIVE] OK, thank you so much. I'm gonna put you on a quick hold while I get it ready.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I've got that email on its way to you now.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And then, that also has, it would have the check number as well, correct?
[AGENT][NEUTRAL] Yes, I included I included the claim number and the check number.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for all your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, that should be all.
[AGENT][POSITIVE] OK, well you have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Same to you. Have a great day.
[AGENT][POSITIVE] Thank you. Thank you. You take care. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.