AccountId: 011433970860
ContactId: 442901d8-5547-4704-9d73-69cd93cc1f0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276459 ms
Total Talk Time (AGENT): 114620 ms
Total Talk Time (CUSTOMER): 107613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/442901d8-5547-4704-9d73-69cd93cc1f0b_20250331T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling. I've got your insurance, your medical and dental.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are these cards good all over the place or what? Because this stuff doesn't look like it matches anybody's hospitalization coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I gotta go to the doctor here in an hour.
[AGENT][NEUTRAL] OK, Ms. [PII], can you, uh, I can check your policies for you. Can you please give me one of your policy numbers?
[CUSTOMER][NEUTRAL] Well, it's the group affiliate.
[AGENT][NEUTRAL] It may say inpatient or outpatient.
[AGENT][NEUTRAL] Certification number or member ID?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah I'm trying to find a damn shit.
[AGENT][NEUTRAL] OK, if you can't find it, I can look it up with your social.
[CUSTOMER][NEGATIVE] Member number, I got it. Member number, I don't get my Social Security over the phone. People can't ask for stuff like that. That's too private on the telephone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] God damn it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you repeat the number 2,502,589,630 was the number you found?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It says the member number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Effective date, [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy number, yeah. 02.
[CUSTOMER][NEUTRAL] 589-582
[AGENT][NEUTRAL] OK, let me look
[CUSTOMER][NEUTRAL] Group numbers.
[CUSTOMER][NEGATIVE] Oh, what the hell you people are doing here? This is for my dental.
[AGENT][NEUTRAL] OK, that's fine. I can look up your medical, it'll pull in for me with this dental number, it'll pull in all your policies for me.
[CUSTOMER][NEGATIVE] This damn fucking spam.
[CUSTOMER][NEGATIVE] I'm sick of these people calling.
[CUSTOMER][NEUTRAL] It's just constant. They won't stop.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK [PII] I'm gonna need for you to please verify your policy me.
[AGENT][NEUTRAL] Um, can you please give me your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Phone number is [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] Emails [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] I appreciate you verifying your policy for me so in order for you to get your benefits, I'll have to transfer you to Web TPA and I can do that for you, but let me give you the phone number in case the call gets disconnected you'll have it, OK?
[CUSTOMER][NEGATIVE] Well, is this insurance good all over the [PII] or is this just some flimflam shit?
[AGENT][NEUTRAL] Well, um, that's what it's not, it's not flimflam. It is a legit policy, but in order to get your benefits, I'll need to transfer you over to Web TPA. Let me give you that phone number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Well, what?
[CUSTOMER][NEUTRAL] What, what? How do you spell that? Web, I got PTL.
[AGENT][NEUTRAL] It's Web
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Yes, but I'll need to transfer you to Web TPA. It's W E B TPA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold. The number that I'm gonna transfer you to is 1866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold, Ms. [PII]. Thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] And get the mobile number.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the ad.