AccountId: 011433970860
ContactId: 00b128a2-081c-43ff-8f4e-b860fb46ed74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288760 ms
Total Talk Time (AGENT): 150299 ms
Total Talk Time (CUSTOMER): 89858 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/00b128a2-081c-43ff-8f4e-b860fb46ed74_20250521T13:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I need to check on the status on a payment for a claim, please.
[AGENT][NEUTRAL] OK, well I can help you with the claim payment and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have, well, are you calling from the provider or you're the insured?
[CUSTOMER][NEUTRAL] We're the broker.
[AGENT][NEUTRAL] Oh, the broker, OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 1092735.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, here we go. And I just need you to verify the member's um first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Would this be, um, there's something processing now, but would this be the one that came in on [PII]?
[CUSTOMER][NEUTRAL] Well, yes, because when I called um like Monday or or Friday they said that um you didn't get the statement of insured so I faxed it again on Monday so I was just making sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That it's because they're just they're in desperate need of this payment and I just don't want anything else holding it up so I'm just trying to stay on top of it.
[AGENT][NEUTRAL] OK, so that, OK, so that's what came in on the [PII]. So let me pull that up and then I do see that it's in processing. Um, hold on one second.
[AGENT][NEUTRAL] Is that all that was missing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it came in on the [PII], here it is.
[AGENT][NEUTRAL] I'm just pulling up the documents.
[AGENT][POSITIVE] So I can um see, yeah, this is exactly what they asked for. So I'll send a um like a message over to the claims department and I'll um we can make it urgent and let them know the broker called, um, you know, so we can try to expedite this.
[CUSTOMER][POSITIVE] Oh, that would be so great because
[CUSTOMER][NEGATIVE] Yes. The rent was due Monday. They're having to live away from home, close to the hospital where he had the liver transplant and they're in a camper and their rent was due Monday and so they put the people off. I even talked to the man and told him, you know, that they are getting a check. So I just felt so bad for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we just
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'll go, I'll.
[CUSTOMER][POSITIVE] But anyway, I appreciate you.
[AGENT][POSITIVE] Well, you're definitely welcome and I'll send it over urgent so we can at least that's 24 to 48 hours. So um hopefully we'll be able to um get this turned around for you and then are you following on the online service center as well, or you can call us if you like for updates, whatever you prefer.
[AGENT][NEUTRAL] You know, I was just asking about the
[CUSTOMER][NEUTRAL] I'm not, I guess I need to get.
[CUSTOMER][NEUTRAL] Set up for that because I don't, I don't do that. So what, how do I get set up for that?
[AGENT][NEUTRAL] Um, so let me first, hold on, go to the
[AGENT][NEUTRAL] Let me see if, hold on one second, I'm going to it.
[AGENT][NEUTRAL] OK, so when you go to our website, um, [PII], when the site pops up on the top right corner, you'll see, um, sign up, I'm sorry, sign in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That link takes you straight to the portal and then um you'll just select um new user and that you're a broker, it'll be a broker slash agent, but it's, you know, and then you'll select that and it'll ask you for um like all, it'll ask you for like last name, email, all of that and then um that's how you'll be able to access all your um clients.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right. That sounds great. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, [PII]. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.