AccountId: 011433970860
ContactId: ff45acdb-cdc2-4e16-a75f-a1b345cd074d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593780 ms
Total Talk Time (AGENT): 154337 ms
Total Talk Time (CUSTOMER): 112981 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/ff45acdb-cdc2-4e16-a75f-a1b345cd074d_20250221T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I was calling to see uh Apple they have came with my claim. My name is [PII].
[AGENT][NEUTRAL] Hey Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, I don't know if it's the policy number or not. I just got the confirmation number.
[AGENT][NEUTRAL] What is that confirmation number?
[CUSTOMER][NEGATIVE] Shit, what do you?
[CUSTOMER][NEUTRAL] On one of the claims is 0SC.
[CUSTOMER][NEUTRAL] 92132.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] It's about 4 of them, I believe.
[AGENT][NEUTRAL] OK. Let me see. One moment.
[CUSTOMER][POSITIVE] Thank you sweetheart. Yeah, no problem.
[CUSTOMER][NEGATIVE] And I'm sick. If you can't hear me, just tell me to speak [PII].
[AGENT][POSITIVE] OK, OK, sure, no problem, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Miss [PII], for security, I need to verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, my birthday is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like we are waiting for additional information. Let me check and see, um, bear with me just a second.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Very.
[AGENT][NEUTRAL] Bear with me, let me pull the explanation of benefits, OK, do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so it looks like the last time we processed the claim was on [PII].
[AGENT][NEUTRAL] And um we are asking for the explanation of benefits from your primary insurance and we're needing the itemized bill with the diagnosis code. As of today, we have not received this information.
[CUSTOMER][NEUTRAL] And you need it from all of them?
[AGENT][NEUTRAL] Yes, it's gonna be the explanation of benefits for each one of them and the itemized bill with diagnosis code for each one of them.
[CUSTOMER][NEUTRAL] OK, so did you uh ask them, ask the company for, or do I need to call them?
[AGENT][NEUTRAL] Um, you submitted the claim, so we send this information over to you. Um, if you would like to call each one of them and have them to submit the claim directly to us, you can do that. Just give them the information of the card, let them know that there's no timely filing limit that they can still send in the claim to us, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'll do that.
[AGENT][NEUTRAL] All right. And let me have, Ms. [PII], let me have the address in the back of the card or do you have the card information or you don't?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I don't have it with me right now.
[AGENT][NEUTRAL] You don't have it.
[AGENT][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] I don't think let's go look at my uh hold on let me go look at my bag and my job and see if I stuck it.
[AGENT][NEUTRAL] OK, yeah, just to make sure that you have the correct address so you give them the correct information. If not, I can just provide it to you over the phone, OK?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] No, I don't have a card with me.
[AGENT][NEUTRAL] OK, well, let me go ahead and give you the address so you can go ahead and provide that to them. Mhm.
[CUSTOMER][NEUTRAL] It's a, it is um.
[CUSTOMER][NEUTRAL] Is it the one [PII]?
[AGENT][NEUTRAL] It's in [PII]. If you have the one in [PII], you have the right one.
[CUSTOMER][NEUTRAL] Yeah, 17.
[CUSTOMER][NEUTRAL] Yeah, it's in [PII].
[AGENT][POSITIVE] Yes, that is the correct one. So yes, you can just call them.
[CUSTOMER][NEUTRAL] And and you said that they need to send you a copy of itemized what?
[AGENT][NEUTRAL] An itemized bill with the diagnosis codes.
[AGENT][NEUTRAL] And we also need a copy of the explanation of benefits from the primary insurance indicating the amount applied towards the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'll call them and see what they're gonna do because I need to pay you. OK.
[AGENT][NEUTRAL] Alright, OK, is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. You're welcome. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm