AccountId: 011433970860
ContactId: 2c08bb9d-e5b9-40f4-bab2-416a4d61194d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248160 ms
Total Talk Time (AGENT): 64557 ms
Total Talk Time (CUSTOMER): 87443 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2c08bb9d-e5b9-40f4-bab2-416a4d61194d_20250305T21:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm calling to see what the status is of the 3, claims I emailed to you on the [PII].
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have the ID number.
[AGENT][NEUTRAL] They start with a 01 or 02?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Do you have a copy of your card in front of you?
[CUSTOMER][NEGATIVE] Uh, see, this is a problem.
[CUSTOMER][NEGATIVE] I was told through first enroll and who just called me, who did I just call?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Questions from CPR.
[CUSTOMER][NEUTRAL] I had 3 different policies that I eventually had to close, and during that time, I saw doctors and they told me to, since they were out of network, I had to submit the form to you. So I don't know what the policy number is.
[AGENT][NEUTRAL] OK. Uh, what is your social?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, and your last name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell it for me, please. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I do not show you in our system, Ms. [PII]. It's for, it's supposed to be for American Public Life or APL.
[CUSTOMER][NEUTRAL] APL. Wait, they told me APL.
[AGENT][NEUTRAL] What's the name of your employer or group?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm not, it, it, it, it's private multi plan.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] It was a multi-plan, so it had to go to the medical bill repriser.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] I know there are some that can go to a multi-plan provider, but um like I said, I don't show you in our system and
[AGENT][NEUTRAL] Multiplan is not an employer group that we have.
[AGENT][NEUTRAL] Who did you send the email to? You said you emailed the claims?
[CUSTOMER][NEUTRAL] I did and I emailed it to.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] No, that's not our company. Um, I'm thinking you may have to contact or send an email to that email address to verify, but I don't show you in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, let me call them again thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling.