AccountId: 011433970860
ContactId: 159f64ef-f954-4344-ab72-f1d38789eb1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225399 ms
Total Talk Time (AGENT): 79810 ms
Total Talk Time (CUSTOMER): 52730 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/159f64ef-f954-4344-ab72-f1d38789eb1a_20250206T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was transferred over to you to check on the status of the claim.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do you have the uh policy number?
[CUSTOMER][NEUTRAL] I have my
[CUSTOMER][NEUTRAL] Member ID number or a group ID number?
[AGENT][NEUTRAL] What's the member ID that you have?
[CUSTOMER][NEUTRAL] The member number?
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me try and pull that up and see if that works here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said you have a group number also?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the group number that you see there?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] G 1203273
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me take a look by your name cause I don't think I might be able to pull it with that. What is your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And then your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Give me just one second and I will.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then if I could verify date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much and then do we have a claim number or the date of service?
[CUSTOMER][NEUTRAL] The date of service was [PII].
[AGENT][NEUTRAL] Not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Right, um, the BWA Bra Business Workers of America Association said that they sent it to APL on [PII].
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't show any claims at all.
[AGENT][NEUTRAL] Do you know where they sent it to do.
[CUSTOMER][NEUTRAL] So if I resubmit like.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, do I have to resubmit it? and if I do, I have to resubmit it back through them again and then they submit it to you?
[AGENT][NEUTRAL] So yeah, since we don't have anything on file they can either resubmit the claim or you can resubmit through our online portal or you can do it via fax whatever is easiest usually if a provider will do it on your behalf like that's the easiest way.
[CUSTOMER][NEUTRAL] Alright, I will ask them to resubmit.
[AGENT][NEUTRAL] OK. Is there anything else I can check on?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Have a nice day.