AccountId: 011433970860
ContactId: 2a124fbf-a000-4d54-b34d-aaabdbbae44a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431359 ms
Total Talk Time (AGENT): 100294 ms
Total Talk Time (CUSTOMER): 255194 ms
Interruptions: 13
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2a124fbf-a000-4d54-b34d-aaabdbbae44a_20250213T14:42_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider office. I needed a claim status regarding a member. Uh, can you help me with that?
[AGENT][POSITIVE] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, uh, call back number is [PII].
[CUSTOMER][NEUTRAL] Policy number is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you ready? Uh, 001033518.
[AGENT][POSITIVE] I'm ready.
[AGENT][NEUTRAL] And what is that member's name and date of? Give me that policy number one more time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 001033518.
[AGENT][NEUTRAL] What is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, so you gave me 01033518.
[CUSTOMER][NEUTRAL] Oh, so 01033518.
[CUSTOMER][NEUTRAL] Uh, that is 20, uh, in the beginning, 001033518.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's not pulling up a policy.
[CUSTOMER][NEUTRAL] That's not.
[AGENT][NEUTRAL] Could you verify the policy number to make sure the numbers are correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have this.
[CUSTOMER][NEUTRAL] Number
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can we open uh by without policy number?
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] That's claim.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, just give me a second. Sure, sure.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, I don't have the.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Mm let me check here.
[CUSTOMER][NEUTRAL] This one, this one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, looking the.
[CUSTOMER][NEUTRAL] Document.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So blank, blank.
[CUSTOMER][POSITIVE] Uh, so you just taking your time.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Copy of card?
[AGENT][NEUTRAL] Mhm, the copy of the policy, the card, the membership card.
[CUSTOMER][NEUTRAL] Yeah. Uh.
[CUSTOMER][NEUTRAL] No, uh, I think I don't have the copy of the card in the. The last name?
[AGENT][NEUTRAL] Could you spell her last name? because the policy number that you provided is not correct.
[AGENT][NEUTRAL] Yes, spell her last name.
[CUSTOMER][NEUTRAL] Yeah. [PII].
[AGENT][NEUTRAL] First name
[CUSTOMER][NEUTRAL] First name
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] from
[AGENT][NEUTRAL] What city and state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you repeat that state again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're saying [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so [PII]'s name is [PII]. I'm gonna either need a social or the correct policy number. Do you have a claim number?
[CUSTOMER][NEUTRAL] OK so.
[CUSTOMER][NEGATIVE] I don't the correct time.
[CUSTOMER][NEUTRAL] Uh, the claim number.
[CUSTOMER][NEUTRAL] No, uh, I don't have the same number.
[AGENT][NEUTRAL] So, her name is [PII]. There's a lot of [PII]'s in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna either need her social or her correct policy number for us to pull up the policy.
[CUSTOMER][NEUTRAL] OK. Uh, the, uh.
[CUSTOMER][NEUTRAL] So, so, I'm looking uh
[AGENT][NEUTRAL] Maybe the policy number is missing a number out of it or something.
[CUSTOMER][NEUTRAL] Because the one that you put.
[AGENT][NEUTRAL] Because the one that you provided is not pulling up a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The social social social.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This one is.
[CUSTOMER][NEUTRAL] Yeah, OK. I got the card.
[CUSTOMER][NEUTRAL] copy of card and
[CUSTOMER][NEUTRAL] Here, the number is [PII].
[CUSTOMER][NEUTRAL] Mm, that's the same.
[AGENT][NEUTRAL] No, is this for American? Read the card. What the, what's the name of the company?
[CUSTOMER][NEUTRAL] So what's the name of the.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Claim administrated by WebTPA.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is and by the the number that you provided do it say um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Policy or certain number?
[CUSTOMER][NEUTRAL] There are 2
[CUSTOMER][NEUTRAL] Two card copy. Uh, one is Blue Cross Preferred Care.
[CUSTOMER][NEUTRAL] Blue Cross Blue Shield of Alabama. The second one is from copy of Alliance Health.
[CUSTOMER][NEUTRAL] Uh, what is this? Health Connect?
[AGENT][NEUTRAL] So this is not alliance. This is American public life.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] You're calling the wrong insurance company, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] No worries, thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. It's OK. Sorry. OK, bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.