AccountId: 011433970860
ContactId: f904378a-1550-4dad-9574-b7578fc0b412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541940 ms
Total Talk Time (AGENT): 120870 ms
Total Talk Time (CUSTOMER): 195336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/f904378a-1550-4dad-9574-b7578fc0b412_20250214T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Oh, hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. So, uh the claim is processed as uh with balance of 9090.79 cents.
[CUSTOMER][NEUTRAL] So, may I know the normal processing time?
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] OK. My name is uh [PII].
[AGENT][NEUTRAL] Spell that for me, please.
[CUSTOMER][NEUTRAL] [PII] um.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Yeah. [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, I'm sorry. [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh 02.
[CUSTOMER][NEUTRAL] 465467
[AGENT][NEUTRAL] And what's the claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The claim number is.
[CUSTOMER][NEUTRAL] 533384
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, what is the claim number on the explanation of benefits?
[CUSTOMER][NEUTRAL] Yeah, it's 533384.
[AGENT][NEUTRAL] What's the date of service of the claim?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The date of service is um uh [PII].
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Uh, the patient name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you and what's a good phone number or call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] He wants a phone
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was the claim processed by American Public Lis?
[CUSTOMER][NEUTRAL] The claim is processed and processed by Cigna and left the patient responsibility.
[AGENT][NEUTRAL] OK, but was the claim submitted to American Public Life?
[CUSTOMER][NEUTRAL] OK, but what's the
[CUSTOMER][NEUTRAL] Can you repeat it? OK.
[AGENT][NEUTRAL] OK, you're, you're not speaking with Cigna. You're speaking with American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh, it is submitted on [PII].
[AGENT][NEUTRAL] OK, but has it been submitted to American Public Life or no?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Has the claim been submitted to American Public Life?
[CUSTOMER][NEUTRAL] OK. Can you transfer the call?
[AGENT][NEUTRAL] Transfer the call to whom?
[CUSTOMER][NEUTRAL] To the
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] You said no, no.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the total charge of the claim?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Like?
[AGENT][NEUTRAL] The total bill charge?
[CUSTOMER][NEUTRAL] The total bill charge is $1,115.
[CUSTOMER][NEUTRAL] $105.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we just received the claim on the [PII]. It hasn't been processed yet. It's in line for processing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] received the call on the [PII].
[CUSTOMER][NEUTRAL] May I know the claim received date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 1313.
[CUSTOMER][NEUTRAL] OK. I see.
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] It's 130
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the process date?
[AGENT][NEUTRAL] And it's a, it's
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Process date
[AGENT][NEUTRAL] It hasn't been processed. It's in line to be processed, so there's no claim number yet.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] There is no claim number yet because it hasn't been processed yet.
[AGENT][NEUTRAL] We just received it yesterday, so it's in mind to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK so.
[CUSTOMER][NEUTRAL] OK. OK. May I know the caller number?
[AGENT][NEUTRAL] My name in today's date [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first initial of my last name is [PII]. Any other questions?
[CUSTOMER][NEUTRAL] Your last name?
[AGENT][NEUTRAL] [PII] is the first initial of my last name.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Yeah, there is um
[CUSTOMER][NEUTRAL] Another claim
[CUSTOMER][NEUTRAL] OK, just give you.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] There is uh another claim denied. So please give me a moment.
[CUSTOMER][NEUTRAL] I so
[CUSTOMER][NEUTRAL] The claims, it's like uh service cannot be built separate. May I know for what it is, sir?
[CUSTOMER][NEUTRAL] Uh, denied.
[AGENT][NEUTRAL] OK, what claim are you talking about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's same.
[AGENT][NEUTRAL] OK, it hasn't been processed yet.
[CUSTOMER][NEUTRAL] OK, yeah,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, that's it. Thank you.
[AGENT][POSITIVE] OK, all right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.