AccountId: 011433970860
ContactId: ff440897-cb8e-45d3-bb03-bf71ded10033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240929 ms
Total Talk Time (AGENT): 83618 ms
Total Talk Time (CUSTOMER): 109981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ff440897-cb8e-45d3-bb03-bf71ded10033_20250228T21:15_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]. This is [PII]. I got an explanation of benefits today and I just needed some clarification. Do you need the claim number or the reference number? What can I give you that you can look this up?
[AGENT][NEUTRAL] Yes Miss [PII] um I can help you with your claim information is this claimed yourself?
[CUSTOMER][NEUTRAL] No, it's my husband. It's for [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. um, may I get your policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 01912872.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mine or [PII]'s, I'm sorry.
[AGENT][NEUTRAL] Yours.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and the email is [PII] and I will give you my cell and see if that's what's listed. It's [PII].
[AGENT][NEUTRAL] Yes ma'am, that's correct. OK, thank you for verifying your policy for me and what is the claim number you're calling about?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] It is 356-738-87.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looking at the claim, it looks like the claim was paid, um, let me see what it says.
[CUSTOMER][NEUTRAL] I was just confused because the check date says [PII] and then the dates of service says [PII]. Is that, is that correct? It could very well be correct, but I just wanna be sure.
[AGENT][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] But it's from the previous, it is. OK. OK. I
[AGENT][NEUTRAL] Yes ma'am, and the thing about it is is we don't have a timely filing limit so they claims don't have to be turned in at a certain time just as long as um your policy is active on the date of service sometimes it just takes a little longer for them to get those into us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was trying to recognize the name. That's what um hm if you just have what Coral Springs physician, do you have the full name of the provider? I was just trying to recognize the name of that.
[AGENT][NEUTRAL] No, ma'am. That's all the information that we have also.
[CUSTOMER][NEUTRAL] OK, I will, I will just go back in my files and look. I would like I said, I was just trying to put those pieces together and, and wondered if you had a more expansive, um, name, but that's OK. Let me, um, continue on my research and try to try to find that um that the explanation from from the provider themselves but um thank you for taking the time to look that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful weekend and we certainly appreciate you calling APL.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.