AccountId: 011433970860
ContactId: 41510339-c730-443f-9fb6-375d2603d7c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185300 ms
Total Talk Time (AGENT): 65584 ms
Total Talk Time (CUSTOMER): 92255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/41510339-c730-443f-9fb6-375d2603d7c4_20250528T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], how are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you. [PII], I just called um a provider and they said um APL declined the charge. Can you take a look at that to see, I don't know how you go by the patient's name or the
[AGENT][NEUTRAL] Sure, so you're the insured?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I am insured, yeah.
[AGENT][NEUTRAL] OK, and there's a claim that was that the provider is saying APL denied?
[CUSTOMER][NEUTRAL] They're not, yeah.
[CUSTOMER][NEUTRAL] Yeah, and I would like to know why because you didn't used to deny that kind of charge, so that's why I'm calling.
[AGENT][NEUTRAL] OK, I can
[AGENT][POSITIVE] OK, well, I can definitely
[CUSTOMER][NEUTRAL] What do you need first my member number?
[AGENT][NEUTRAL] Well, 1st may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII], and my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, OK. Let's see. I guess it's um outpatient benefit number? I don't know. So it's yeah, it's 1326015. 1326.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] 015.
[AGENT][NEUTRAL] Thank you for that. And I have you here. I just need you to verify your date of birth and the mailing address on actually.
[CUSTOMER][NEUTRAL] Uh, and on file, it is my husband, [PII]. Yes. Mhm. No, I don't know which address he uses on the card if it is the business address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Um hold on.
[AGENT][NEUTRAL] OK, is Mr. [PII] available for me to get verification to speak with you on the call?
[CUSTOMER][NEUTRAL] No, he isn't. Actually we are in different states and I'm trying to solve this deal.
[AGENT][NEUTRAL] OK, so we can either do one of two things. Um, I can send the email to the email address on file with a form to fill out an authorization form so we can speak with you without his verifying, um, or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will have to get him to verify and give us permission to speak with you because it's only him and the dependent on the the policy.
[CUSTOMER][POSITIVE] Oh, OK. All right, I'll ask him to give you a call then. All right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you. Have a good.
[AGENT][POSITIVE] Thanks for