AccountId: 011433970860
ContactId: f75e85ca-ca29-4210-856b-dc95673415d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351029 ms
Total Talk Time (AGENT): 107955 ms
Total Talk Time (CUSTOMER): 240722 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f75e85ca-ca29-4210-856b-dc95673415d1_20250424T18:21_UTC.wav
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[CUSTOMER][NEUTRAL] I ate some.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, hi, um, I believe my, uh, my client was closed out and it, it was saying that not enough information was provided and I believe I provided all the information that y'all needed.
[CUSTOMER][NEUTRAL] And can you check on that for me? And I would, uh, yeah, I, I was cut off. Uh, I don't know if it was due to the weather, weather or what, just a few minutes ago, so the, the line was cut off. So, um, my name is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, may I have your name and a card? Yeah, go ahead.
[CUSTOMER][NEUTRAL] And that's [PII]
[CUSTOMER][NEUTRAL] And my phone number callback number is [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEGATIVE] And they all have been down.
[CUSTOMER][POSITIVE] Yes, ma'am. It's sparkling water.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEGATIVE] I don't have it in front of me, no, and I'm at work so I don't wanna put you on speaker. It's just sparkling water.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK, one moment.
[CUSTOMER][NEUTRAL] That's all it is.
[CUSTOMER][NEUTRAL] I give you my date of birth or whatever you need. It's a green can.
[CUSTOMER][NEUTRAL] And it's called uh.
[AGENT][NEUTRAL] And the last name you said it's [PII]?
[CUSTOMER][NEUTRAL] Green guillotine or something like that it's a green here yes.
[CUSTOMER][NEUTRAL] I wanna say it's called screenings.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] I don't know, it almost like. Sure it's [PII].
[CUSTOMER][NEUTRAL] Oh my gosh, just select your card for me.
[AGENT][NEUTRAL] OK, perfect. And may I have the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Sure, the mailing address is [PII], and you say you need the email address that would be, uh, OK, that would be [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] At uh my bank I, sorry, [PII], a gloggy nectar, citric acid, and then natural flavor. So this one has mango and orange.
[AGENT][NEUTRAL] OK, let me pull this explanation of benefits, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's only $20.
[CUSTOMER][NEUTRAL] Well, there is that they have that.
[CUSTOMER][NEGATIVE] I don't like
[CUSTOMER][NEUTRAL] I don't like my, yeah, I don't either. So I'm giving this to my brother to see how he likes it.
[CUSTOMER][NEGATIVE] I don't really make them at all.
[CUSTOMER][NEGATIVE] I hate it
[CUSTOMER][NEGATIVE] I hate it, I hate it.
[AGENT][NEUTRAL] Alright, I see.
[AGENT][NEUTRAL] This is for the chemo or radiation or immunotherapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I sent over a breakdown of the chemo and radiation, the dates.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the the cost and all of that.
[AGENT][NEUTRAL] OK, we
[CUSTOMER][NEUTRAL] The aminotherapy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Go ahead.
[AGENT][NEUTRAL] Go ahead. OK.
[CUSTOMER][NEUTRAL] Uh, the, yeah, the immunotherapy, uh, I've only had one treatment on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it looks like what we're needing is the copy of the explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. uh uh.
[CUSTOMER][NEUTRAL] From the insurance?
[AGENT][NEUTRAL] From your primary insurance.
[CUSTOMER][NEGATIVE] I'm not understanding.
[AGENT][NEUTRAL] The primary insurance.
[CUSTOMER][NEUTRAL] OK, I'm not, um.
[CUSTOMER][NEUTRAL] You mean like, what they've already paid, or?
[AGENT][NEUTRAL] Yes, uh-huh, it's the, the paper that they send you stating that uh this is not a bill and what they pay, what they have discounted and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yeah, it's just gonna be the paperwork that shows.
[AGENT][NEUTRAL] What they did with the claim.
[CUSTOMER][NEUTRAL] OK. OK. And, and, OK, and I didn't, I didn't send that.
[CUSTOMER][NEUTRAL] How the boy.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK. All right. uh, let me get that and get that over to you. How long will it take after you get that to rework it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, um, once we receive, when we ask for additional information we already processed this claim, so it's gonna go back to the line, so it's gonna be in line to be processed so it's normal processing time which is 7 to 10 business days up to 14.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, yeah, I figured, I figured it'd be about that. OK, OK, um, once I get home this evening, I'll get that out and, uh, get it over to you. What I'll do is I'll upload it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Mhm. Yes, that will be the fastest way to get it here. Mhm. Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, yeah. OK. OK, I'll get it done for you.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] All right, thank.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APR. Have a good afternoon.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] You're welcome, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.