AccountId: 011433970860
ContactId: f7394405-a712-4c45-a7e6-888b9640b2af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202809 ms
Total Talk Time (AGENT): 91572 ms
Total Talk Time (CUSTOMER): 88216 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f7394405-a712-4c45-a7e6-888b9640b2af_20250128T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi how are you? Can you hear me?
[AGENT][NEUTRAL] Yeah how are you? Yes.
[CUSTOMER][POSITIVE] Good thank you. OK, I don't know what's going on with my headset, so I'm gonna leave that off. Sorry about that. You said [PII], can you spell your name for me?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK, and my name is [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Calling to see if you could provide claim status for me.
[AGENT][POSITIVE] Absolutely I could check on a claim for you. Uh, really quick, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 01972971.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data service in question is [PII], and the original bill amount is $324.
[AGENT][NEUTRAL] 324. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Yes ma'am. Mhm.
[AGENT][NEUTRAL] OK. Uh, was this with uh Lexington Neurology?
[CUSTOMER][NEUTRAL] Yes ma'am, like the neurology, mhm.
[AGENT][NEUTRAL] OK, got it. Alrighty. So I did find this claim, uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh, are you able to send me an EOB or?
[AGENT][NEUTRAL] Of course, yeah, do you have a fax number?
[CUSTOMER][NEUTRAL] OK, thank you, yes ma'am, it's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then would I just put this to your attention?
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine please.
[AGENT][NEUTRAL] Alrighty, let me read it back to you, make sure I heard it correctly, uh, that was [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, alrighty, I will get that sent to you now. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Um, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yeah, OK
[CUSTOMER][NEUTRAL] Do you have a reference number for our call today?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][NEUTRAL] OK, one more thing, Ms. [PII], I'm sorry, are you able to provide me the, the claim number?
[AGENT][NEUTRAL] Sure. No, you're fine.
[AGENT][NEUTRAL] Of course, that is 347 9.
[AGENT][NEUTRAL] 010.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, and I'll look for the facts so we can have it posted. Thank you. You have a great day.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] You too thanks for giving us a call bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.