AccountId: 011433970860
ContactId: 1d5826b2-5d2a-451a-a9da-7ecaf234a321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344720 ms
Total Talk Time (AGENT): 172216 ms
Total Talk Time (CUSTOMER): 132824 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/1d5826b2-5d2a-451a-a9da-7ecaf234a321_20250217T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I have a man calling back on um
[CUSTOMER][NEUTRAL] An HI policy for the claim status. He already talked to [PII] and she was supposed she sent a hub for somebody to call him back.
[CUSTOMER][NEUTRAL] And I was trying to get somebody that did HR claims. I don't know why it was denied as office visit covered. I don't process the HI so I don't know. He said somebody tried to call him back, but he missed the call.
[AGENT][NEUTRAL] And there's no note.
[AGENT][NEUTRAL] I'm assuming
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] There's a note in there but I don't know who tried to call him, call him.
[AGENT][NEUTRAL] And who called him?
[AGENT][NEUTRAL] So they didn't put a note whoever tried to call him.
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] All right. So, um, [PII], who, what's the policy number?
[CUSTOMER][NEUTRAL] 02164248
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I can see where [PII] in the hub, but I don't see where he tried to call him back or whatever.
[AGENT][NEUTRAL] And this is part 2 that's on the phone?
[CUSTOMER][NEUTRAL] Uh, this is [PII] with the provider's office.
[AGENT][NEUTRAL] Is it 4 part 2?
[CUSTOMER][NEUTRAL] It is for part one.
[AGENT][NEUTRAL] Did she give you a bit
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's her callback number, [PII]?
[CUSTOMER][NEUTRAL] His callback number is, yeah.
[AGENT][NEUTRAL] Oh, it's a he. [PII] is a he.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah. Mhm.
[AGENT][NEUTRAL] What's the data service and total bill amount?
[CUSTOMER][NEUTRAL] Uh, the data service is 722-24.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $210 claim number 3541843.
[AGENT][POSITIVE] Thank you, ma'am. And you verified everything and all that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me 1 2nd, let's see.
[CUSTOMER][NEUTRAL] Are y'all taking all HR calls or?
[AGENT][NEUTRAL] Well, when it's something that needs when it's already had a hub tickets, we have a queue that we're now supposed to be transferring if there's additional questions on something like that um it's called claim support.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that would take them to an examiner that should be able to answer further questions, I mean.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And when people don't make notes even when they leave voicemails, it's hard for us to help these people.
[CUSTOMER][NEUTRAL] It is. Mhm.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] You see, ain't, ain't nobody told us that there wasn't HIQ to the examiner, so.
[AGENT][NEUTRAL] Wow. OK, uh.
[AGENT][NEUTRAL] When was this? I mean, the hub request was just submitted today. I don't know. I mean, is the hub ticket, is it one of, did you look at the hub ticket to see if, I mean, and there's not, uh.
[CUSTOMER][NEUTRAL] Right, while ago.
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] Hold on one second, [PII] don't release him yet. Just 1 2nd. Let me see.
[CUSTOMER][NEGATIVE] Cause I, I couldn't help him any. I don't know why the office visit thing, I mean, why they denied that his office visit not covered and it's a pathology report, he said.
[AGENT][NEUTRAL] Roxy.
[AGENT][NEUTRAL] It was Roxy that called him. If he
[CUSTOMER][NEUTRAL] What did Roxy say in the hood thing?
[AGENT][NEUTRAL] On the hub ticket, it just says call to Ollie at provider's office, unable to reach, left voicemail with contact information, so he needs Roxy.
[AGENT][NEUTRAL] According to this hub ticket note that she's got out there, she's waiting on.
[CUSTOMER][NEUTRAL] Can you get him to Roxy for me?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not quite sure how to transfer it directly to Roxy.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, she's not available at the moment anyway.
[AGENT][NEUTRAL] Can you just tell him that the examiner will need to call him back? I can give you, if you wanna send her a message, I can give you her number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you wanna email or I know y'all send emails, teams messages, how do y'all do that?
[CUSTOMER][NEUTRAL] We just transfer them if we don't know how to help them.
[AGENT][NEUTRAL] OK, but if I have to call them, if, if you were to have to.
[AGENT][NEUTRAL] It doesn't matter. I mean, I'm just gonna have to tell him that I'm gonna have to send a message. I can't help him with this. She's called him and left him a message.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I'll tell him I'll send her IM to call him back then because I can't help him either.
[AGENT][NEUTRAL] Yeah, just
[AGENT][NEGATIVE] Yeah, tell her that he called her, yeah, and she's apparently, I mean that yeah, I'm looking at the hub ticket and she left a message with her contact information according to this, unable to reach left voicemail with contact information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she'll just have to call him back again.
[CUSTOMER][NEUTRAL] OK, I'll send her a message.
[AGENT][POSITIVE] OK, you're the, thank you, ma'am. I'm glad she had a note on the ticket.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm so yeah.
[AGENT][POSITIVE] OK. All right, [PII]. OK, anything else I can help you with or try to help you with? OK. Thanks. You're welcome.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's all. That's all. Thank you.
[AGENT][NEUTRAL] OK. Bye-bye.
[CUSTOMER][NEUTRAL] So,