AccountId: 011433970860
ContactId: 0ab1c216-6269-468c-a52b-6b97e1606cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374839 ms
Total Talk Time (AGENT): 104687 ms
Total Talk Time (CUSTOMER): 72943 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0ab1c216-6269-468c-a52b-6b97e1606cd5_20250410T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Synergy Well-being, and we have a client who, um, you guys are like secondary insurance for him, but you paid all his claims like you were primary, and I just think we need to get that fixed.
[AGENT][NEUTRAL] All right, [PII], just in case we get disconnected today, what's a good phone number I can reach you at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have the patient's policy or certificate number?
[CUSTOMER][NEUTRAL] Yeah, let's see here. It is 03, I'm sorry, 02389029.
[AGENT][NEUTRAL] All right. Give me just a moment. I'm gonna get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And can you give me the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] or maybe [PII], um [PII].
[AGENT][NEUTRAL] Alright [PII], so I was able to pull that policy up and verify the insured's information. Give me just a moment. I'm gonna get you over to our claims department so that you can check on those, uh, payouts, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Alright, was there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] Alright, well thank you very much. I hope you have a wonderful day and thank you so much for calling APO.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Thanks, hold on.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good and you?
[AGENT][MIXED] Good, it's weird calling y'all for a change.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, I have a, uh, provider on the line um she's saying she's needing to check some claims that were paid, um.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] She said that we paid claims basically as if we were the primary, so she's wanting to take a look at those claims. Can you help her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, sure. Mhm. Yes. And what's her name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII] and she is with Synergy Wellbeing.
[AGENT][NEUTRAL] And her callback number.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And has she provided a policy?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] 9029.
[AGENT][NEUTRAL] And I also had her verify the name and date of birth of the patient for [PII].
[CUSTOMER][POSITIVE] Mhm. OK dokey. I'm ready for [PII].
[AGENT][POSITIVE] All right, here she come, thank you.
[CUSTOMER][POSITIVE] Mm. You're welcome. Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Good morning, Ms.