AccountId: 011433970860
ContactId: 1aa58851-ab50-4461-995d-b175fcd531a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 697530 ms
Total Talk Time (AGENT): 157319 ms
Total Talk Time (CUSTOMER): 259077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/1aa58851-ab50-4461-995d-b175fcd531a8_20250321T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], are, are you guys working from home?
[AGENT][NEUTRAL] Some of us do, yes, ma'am.
[CUSTOMER][NEGATIVE] OK, the reason why I was asking [PII] is because I was speaking to a Tory and her phone was really messed up and I was told her phone was messed up and she wound up hanging up on me and I just want to report her to her supervisor, but you guys, most of you guys work at home, so won't be no supervisor to report to, right?
[AGENT][NEUTRAL] No, we have a supervisor.
[CUSTOMER][NEUTRAL] OK, I need to speak to a supervisor when I get finished talking to you. My name is [PII], and I'm calling from Lexington Medical Center. I'm calling to get a claim status on some bills, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment. Lexington Medical Center. All right, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It'd be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02462911.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It'd be [PII] and it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] It'd be [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Thank you for that and the total bill?
[CUSTOMER][NEUTRAL] $6450.32.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hm, so for that data service, I don't have a claim on file. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait, I'm confusing myself. Hold on. [PII], because she had another medical policy from [PII]. So yeah, this December claim would be on there. OK, hold on one second, let me see if, if it's a claim on there and I can give you that policy number too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I got confused with the January. I'm like, wait a minute, was [PII].
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. So the um policy number is 19915997 and I'm looking to see now if there's a claim for him there.
[AGENT][NEUTRAL] But it's not a claim on here either, but there's no timely filing, so if you still needed to file, you could.
[CUSTOMER][NEUTRAL] OK, let me see now this is gonna be 12, OK.
[CUSTOMER][NEUTRAL] Oh this is gonna um I think this is gonna deny isn't it to Ana because you said it was effective [PII].
[CUSTOMER][NEUTRAL] 12 1.
[CUSTOMER][NEUTRAL] 124, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the data service is 12 and 9, so it should be another policy there.
[AGENT][NEUTRAL] Wait, wait, wait, wait, wait, so then I did do it wrong. So, yes, we still didn't receive it, but it will still be under the policy number that you gave. The the dates confused me. I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's OK. OK, so, um, so I will use that. Let me see here, um, let me see, and, uh, um, uh, come on baby, come on, coverage, so I would use that policy number 0246902462911.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and there's no claim on file. Let me make sure we have the right address. Do they go to [PII]?
[AGENT][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] right and one more thing I'll leave you alone, um, do you have a claim for 1,938?
[AGENT][NEUTRAL] On that same day?
[CUSTOMER][NEUTRAL] For the same data service mhm for 12 9.
[AGENT][NEGATIVE] No, we don't have anything for that day.
[CUSTOMER][NEUTRAL] Anything, OK, alright then I'll send that off then. And do you just need the policy, the yes, signal for primary, so you just need the primary ELB OK and your name's [PII], right?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Uh, and can I get a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK and thank you so much for your help. Now do you have the supervisor's name?
[AGENT][NEUTRAL] Yes, her name is [PII]. Um, let me see if I can get her for you. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][POSITIVE] Yes dear.
[AGENT][POSITIVE] Thank you so much for holding. I just got my um supervisor. I'm getting ready to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] Alright thank you so much for your help, [PII].
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey Ms. [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] So her name is [PII]. Um, I have the policy number that I gave the the claim status on. Do you need that?
[CUSTOMER][NEUTRAL] OK, I'm confused. So do you have a caller on the line or are you calling her?
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] No, she called back and I helped her with the claim status and then she asked to speak to the supervisor.
[CUSTOMER][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] OK, just stay, just stay on the line with us and then I am me if she needs something.
[CUSTOMER][NEUTRAL] From lying but yeah I'll take it.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][POSITIVE] Yes dear.
[AGENT][POSITIVE] All right, thanks so much for holding. I have Ms. [PII] on the line for you, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII]. I'm the supervisor on the care team. What can I help you with today? Hi, um it's [PII]. I was calling about one of your, um, customer service rep by the name of [PII]. I didn't get her full name because what happened was I called trying to get a claim status and her phone kept breaking up, you know, really badly, and I told her phone was breaking up because she get, you know, give me a better service and she said she was gonna do it, but I believe she hung up on me because she I think she had added to because I said her phone was breaking up, which is is no need to do that.
[CUSTOMER][MIXED] Because I know if you're working from home you don't have the best service and all I asked all I said was your phone is breaking up can I get a better service and to me I don't think she accepted that well and that's not kind service. Sorry. [PII], that that that's not good and I I apologize for that experience um I will talk to [PII] and see what happened um but did you, did you get the information you needed? Yes, I did and I was very helpful with it.
[CUSTOMER][POSITIVE] Oh good good deal yes, [PII]'s very good. OK, well um I really appreciate you bringing this to my attention and I will get with [PII] what's going on with her phone and um you know we, we never, we, we, we instruct our colleagues to never hang up so I'll see um what's going on with her system but I really appreciate you bringing that to my attention. Oh thank you [PII] thank you too for your help, [PII].
[CUSTOMER][POSITIVE] Alright, thanks for calling call us any time alrighty bye bye.
[CUSTOMER][NEUTRAL] Are you on the phone?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, um, I'll, I'll talk to [PII] and see what happened, um.
[AGENT][NEUTRAL] I'm sure she did not. That's not even [PII].
[CUSTOMER][NEUTRAL] But then
[CUSTOMER][POSITIVE] Oh, Cori is the sweetest heart ever. She, um, yeah, it's it's OK, but thanks for for taking that and, and sending her to me.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome. All right. I'll talk to you later.
[CUSTOMER][POSITIVE] All righty. See you later, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I