AccountId: 011433970860
ContactId: 1ec04393-4dbd-47e1-8fe7-0135f50c747f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255979 ms
Total Talk Time (AGENT): 86955 ms
Total Talk Time (CUSTOMER): 72566 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/1ec04393-4dbd-47e1-8fe7-0135f50c747f_20250514T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling um because I'm having my husband is having a procedure done at the end of the month um and I wanted to see how we go about running this through your agency as well. For some reason the provider cannot locate.
[CUSTOMER][NEUTRAL] My policy and the insurance to run it through electronically.
[AGENT][NEUTRAL] Hm, OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 22392
[AGENT][NEUTRAL] And then what is your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, uh, uh
[AGENT][NEUTRAL] Alright, and then [PII], if I could just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. Do you by chance have um a card for this policy? Did you give them that?
[CUSTOMER][NEUTRAL] I did, and there it's like they're looking at an alien.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They keep asking me for a policy number. I'm like, the car doesn't have a policy number. This is a supplement insurance. I don't understand what.
[AGENT][NEUTRAL] Let me see here, one second.
[CUSTOMER][NEUTRAL] What else do you want?
[AGENT][NEUTRAL] OK, so at the bottom of the card they can use that in hospitals benefit cert number or outpatient number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that's the policy.
[CUSTOMER][NEUTRAL] As the policy number?
[AGENT][NEUTRAL] That's the policy number excluding the ML7 and the ML8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I can give you our payer ID also that you can give to them. It's an electronic payer ID that might help them locate us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 6060801.
[CUSTOMER][NEUTRAL] What is?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and yeah, so I mean, I ideally if they can bill your primary and then bill us a secondary, that's the easiest way to do it.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. Let me get them on the phone again. Thank you so much.
[AGENT][NEUTRAL] Yeah, you're welcome and if they need the number that you called, they can call to verify your benefits and eligibility. So the [PII] numbers.
[CUSTOMER][NEUTRAL] And let me ask you, who do you have?
[CUSTOMER][POSITIVE] This, this plan that I have, this is covered for everyone that's under my, my insurance.
[AGENT][NEUTRAL] Oh yeah, it looks like it's you and then you have 4 dependents listed and then a spouse.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.