AccountId: 011433970860
ContactId: ffed9d19-e081-44c0-bbd1-eab3de46f009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296359 ms
Total Talk Time (AGENT): 119458 ms
Total Talk Time (CUSTOMER): 91307 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ffed9d19-e081-44c0-bbd1-eab3de46f009_20250529T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII]. Um, my husband is the subscriber. I'm only the dependent. I just wanna ask, how can we claim for the benefits?
[AGENT][NEUTRAL] You can file claims online, um, you can do them in the mail or you can also fax them.
[CUSTOMER][NEUTRAL] Um, how can we do that? Uh, we didn't receive any, uh, uh, are they sending any like ID or anything?
[AGENT][NEUTRAL] OK, so we'll need to look up the policy. You don't have a policy number?
[CUSTOMER][NEUTRAL] No, nothing. We didn't receive anything. The, the, the insurance effective [PII].
[AGENT][NEUTRAL] So I can look up the policy by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Spell the last name please?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] All right. And then for documentation, may I please have your first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] [PII] Mhm.
[AGENT][NEUTRAL] All right, and then I'll need to verify either yours or [PII]'s date of birth and the address on file.
[CUSTOMER][NEUTRAL] Uh, his birthday is [PII], and the address is [PII].
[AGENT][NEUTRAL] OK. So do you have something to write this down with? I can give you the policy number so you have it, and then we can email you uh
[CUSTOMER][NEUTRAL] Yeah, yeah, I have.
[AGENT][NEUTRAL] We can email you a card if you'd like, or we can put one in the US postal mail. Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number is going to be 02.
[AGENT][NEUTRAL] 61.
[AGENT][NEUTRAL] 8552.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] And then um
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, if we're gonna use this to file a claim in, uh, in the clinic, um, what are we gonna do?
[AGENT][NEUTRAL] Well, the easiest thing would be to do is if it's an upcoming appointment that you have, just provide the doctor with this insurance uh policy number and they file the claim on your behalf.
[AGENT][NEUTRAL] If you need to file the claim yourself, uh, you would need a claim form.
[AGENT][NEUTRAL] And you would also need the itemized receipt from the visit.
[AGENT][NEUTRAL] And those can be submitted in the mail, you can fax them or you can do it online.
[CUSTOMER][NEUTRAL] Oh, so it's easier if they will be the one to file a claim, right? So
[CUSTOMER][NEUTRAL] Uh, but I need the ID, right?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All they need is that policy number, and they can verify that your coverage is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Oh, but you're going to send an ID, right?
[AGENT][NEUTRAL] Mhm, yeah, so we can send that to you, um.
[AGENT][NEUTRAL] And then the email address it looks like that we have on file is [PII].
[AGENT][NEUTRAL] And then it's uh [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we can send um a copy of that to there as well.
[CUSTOMER][POSITIVE] OK, I'll, I'll just wait for that. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.