AccountId: 011433970860
ContactId: 44a87f3b-a3f3-4fdf-a0fa-20a9257dc54e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363890 ms
Total Talk Time (AGENT): 119095 ms
Total Talk Time (CUSTOMER): 151489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/44a87f3b-a3f3-4fdf-a0fa-20a9257dc54e_20250623T16:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I've been trying to, uh, get a claim processed and um I've uploaded, um.
[CUSTOMER][NEUTRAL] The um.
[CUSTOMER][NEUTRAL] You guys have requested explanation about benefits from Florida Blue.
[CUSTOMER][NEUTRAL] And I uploaded it uh or I thought I did so I got an email from you guys saying that um uh.
[CUSTOMER][NEUTRAL] We needed to upload it through the private information submitting claims through the ORC so I returned to the ORC.
[CUSTOMER][NEUTRAL] And when I go to upload it, do I have to start a new claim?
[AGENT][NEUTRAL] Um, well, yes, sir. I could further assist you with processing your claim. First, let me get um your name again and a good callback number in case you're disconnected.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] I'm gonna give you my cell phone number [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Uh, my policy number is.
[CUSTOMER][NEUTRAL] 2549537.
[AGENT][NEUTRAL] OK. And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, please verify your email address.
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, sir. And um no, sir, when you um upload additional information for a claim that you've received um an explanation of benefits for, all we'll need you to do is uh verify the claim number, well, reference the claim number and your policy number on the new documentation.
[CUSTOMER][NEUTRAL] OK, so I, I'm on the website on your uh dashboard. How can I find the claim number because where do I find it so because I don't even know what my claim number is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, uh, first, I'll look it up for you and give it to you, then I'll let you know how to find it. Um, what's the date of service for the claim you're calling about?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] OK, that claim number is 361.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 25
[AGENT][NEUTRAL] 48.
[CUSTOMER][NEUTRAL] So 361-254-8.
[AGENT][NEUTRAL] Yes, sir, just reference that claim number and write your policy number on the documentation as well before you upload it and that way we'll be able to um match it.
[AGENT][NEUTRAL] In the system.
[CUSTOMER][NEUTRAL] So when when I when I log into the dashboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says start your claim, where else is there a place to upload it other than there?
[AGENT][NEUTRAL] Mm, well, you could start your claim, that's where you'll go to upload it um to look for claim history, um, you don't see where it um says click here for claim history or.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, I clicked claims.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, there's a there's a pending.
[CUSTOMER][NEUTRAL] It says date received [PII] unidentified C0400648.
[CUSTOMER][NEGATIVE] So the claim that you gave me, the claim number doesn't even show up here when I look at it.
[AGENT][NEUTRAL] Wow, OK. Yeah, I thought there was a spot where you could click on to uh look for claim history or either do a search by the date of service.
[CUSTOMER][NEUTRAL] Let me, let me, let me.
[CUSTOMER][NEUTRAL] Let me do, let me put the number you gave me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I see it now.
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEGATIVE] An application error, a client side exception has occurred.
[CUSTOMER][NEUTRAL] So it just blew me out of there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just, so is there another way to upload these documents that you guys need from [PII] Blue?
[CUSTOMER][NEUTRAL] Or I just have to do it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, you can file it online that way or you could fax it to us or send it through regular mail. Um, do you have our fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, let me get your fax number please.
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department and again reference your policy number and the claim number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Very good. Alright, thanks a lot you've been a great help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with, master?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] That's it thanks a lot.
[AGENT][NEUTRAL] OK, well, that
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Mm bye.