AccountId: 011433970860
ContactId: 4d3f3060-ca45-4a82-882f-c1153f70d08b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 839169 ms
Total Talk Time (AGENT): 345056 ms
Total Talk Time (CUSTOMER): 389585 ms
Interruptions: 10
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4d3f3060-ca45-4a82-882f-c1153f70d08b_20250613T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Acrosure Insurance. I'm the account manager on the group, um, so I think you changed your system since I was last in it. I was trying to get in it because
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have, I wanna get into it and I also want to check on one of my um.
[CUSTOMER][NEUTRAL] Clients because he has been gone through since April trying to get his claim at an emergency room paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's, it was on the emergency room side but uh I know that the claim was filed a couple weeks ago and I just wanted to check status on it but the first thing I need to do is get my access back um so I did the register for the OSC or whatever that was and when I put in, I'm really not sure I put in my social my birthday I'm not sure if the zip code is like what Aquier um.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Addresses that's used for Arier and it said that it didn't recognize me.
[CUSTOMER][NEUTRAL] So it told me to call you in fact it says.
[AGENT][NEUTRAL] I will.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm sorry, no, no, you're fine. So I will say, um, if this is for a group, uh, you would select that option, uh, when you go to an account, you would select a group and not insured.
[CUSTOMER][NEUTRAL] Oh, OK, alright, hold on, let me go back and see, so, OK, so I'm gonna select.
[AGENT][NEUTRAL] Yes, sure, and then I will also tell you with this new website there's been, you know, all kinds of uh little bugs and hiccups um so when you're in that spot only fill out the fields that have an asterisk so I believe that's just going to be the group number and the email address that we have for the group.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if my email address is on it. It should be, I would think. Well, hold on a second, let me just actually get the group number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 19145.
[CUSTOMER][NEUTRAL] 19145.
[CUSTOMER][NEUTRAL] OK, I'll try it with my email, nope, no user found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can get that pulled up and uh double check what email we've got on file for the group.
[AGENT][NEUTRAL] Um, first, can I get a good call back number from you?
[CUSTOMER][NEUTRAL] Well, you probably have [PII].
[CUSTOMER][NEUTRAL] Yep, sure. Um [PII]. And your name was [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, and then I'm sorry, what was that group number?
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] No, ma'am, I am in [PII].
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][NEUTRAL] Oh, OK. You sound like my friend who lives in [PII].
[AGENT][NEUTRAL] That's funny. I did grow up in [PII], so that accent might have stuck.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, that might be um what were you gonna ask? I'm sorry.
[AGENT][NEUTRAL] Um, just to clarify that, uh, group number.
[CUSTOMER][NEUTRAL] 0 19145 for Eti Group of America.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well [PII], I do not see you as a listed contact.
[CUSTOMER][NEUTRAL] You have [PII], and [PII] maybe?
[AGENT][NEUTRAL] Um, I have uh [PII] and [PII].
[CUSTOMER][NEGATIVE] Oh, I don't even know who that is OK.
[AGENT][NEUTRAL] In [PII]?
[CUSTOMER][NEUTRAL] Oh, [PII]. OK, yes.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] [PII], yes, OK, is that information still accurate? Are they both still good contacts?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they are. Um, OK. So does [PII] have to give me access?
[AGENT][NEGATIVE] OK, so unfortunately since you are not.
[AGENT][NEUTRAL] Yes, or, um, [PII] could give us a call and we could relay that correct email address, um, so that you know that could be handed over to you.
[AGENT][NEUTRAL] It does look like most of it is her information.
[CUSTOMER][NEGATIVE] OK, I'm not gonna be in place of.
[CUSTOMER][NEUTRAL] Yeah, I'm the broker I'm the account manager so.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I need to have access so that I can like pull cards or do enrollments or whatever.
[AGENT][POSITIVE] Oh, I see. Yes. OK. I'm sorry for that confusion. All right. Let's see.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Um, it does look like again the information that we have seems to be all fathmas, so, um, when you create the account, um, if that email address needs to be changed, of course that would have to be emailed to us with the correct information, um, but they would also send a verification code to that email.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, no, I
[CUSTOMER][NEUTRAL] OK, so let me back up. I don't want [PII] to be removed because she is the group's HR manager, HR director.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am the account manager with the broker that sold APL to them so I just need to have access because I need to be able to do enrollments or terms or um get invoices or card copies for the employees on their behalf so now how do I get my access again because I used to have access until you changed this system.
[AGENT][NEUTRAL] OK, so then
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, OK, and I, I'm so sorry for the confusion. OK, so in that case I do believe there's an option to set up for a as a broker, um, and that would be different information. So what I'm going to do, [PII], because that's a little bit I see surface level, I don't really work much with brokers, so I'm going to put you on a brief hold and reach out to our broker resources department so that they can help you out with that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, what was the agency that you're with?
[CUSTOMER][NEUTRAL] Acresure, um, I think the name that you're gonna have because we have a few different names with Acres, Aquisure Southeast Partners Insurance Services LLC. But you know what? I do see there's a broker resource number here on the screen, so would it be better for me just to call them when you and I get done?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I could just transfer you to them. It's not, it's whatever you prefer, um, but with, with that as you being a broker they would be the ones to help you with the OSC and all that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, now the other thing that I need, are they gonna be the ones to help is that I've got an employee of this group who we have been trying to get his claim paid from an emergency room visit, and I need to confirm that you guys have actually received the claim from um the emergency physician provider.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, do you have that member's? Yeah, I could go ahead and check on that for you. uh, do you have that member's, uh, policy number?
[CUSTOMER][NEUTRAL] Can you help with that or do I need to go to broker?
[CUSTOMER][POSITIVE] Yeah, give me a second. I just got to get into the activity to get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I have had, OK, um.
[CUSTOMER][NEUTRAL] Your ID hang on a minute.
[CUSTOMER][NEUTRAL] I swear I have it. Well, I know I have it and give me a second. I just gotta pull up the card copy.
[AGENT][POSITIVE] Sure, no worries.
[AGENT][NEUTRAL] You know I mean if they're a member of this group I could just look within here um what was the member's uh first and last name?
[CUSTOMER][NEUTRAL] I guess I didn't put the, I thought I put.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, OK, give me just a moment.
[CUSTOMER][NEUTRAL] I have the claims address, I have.
[CUSTOMER][NEUTRAL] I just guess I didn't put into the notes. I have a car card copy. I just got a.
[AGENT][NEUTRAL] That's OK. Well, I've got the group up there it is. I do believe I found him. Let's see, do you have his date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] I think it's gonna be faster if I can I just give you his accountant his um member number when I find it because if otherwise I have to log into another system.
[AGENT][NEUTRAL] I do have it up.
[AGENT][NEUTRAL] I do have it up um I just need his date of birth verified.
[CUSTOMER][NEUTRAL] OK, cause I can't, I think his birthday's [PII], it's [PII], but I don't remember the exact date.
[CUSTOMER][NEUTRAL] I've been working on this for so long. Let me see if I have it in any notes.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Otherwise I have to log into another system. Can you go with [PII] or do I have to log into the other system?
[AGENT][NEUTRAL] That's not the year that I have um.
[CUSTOMER][NEUTRAL] OK, hold on, maybe I'm remembering wrong.
[AGENT][NEUTRAL] I've got a different year. Sure, sorry.
[CUSTOMER][NEUTRAL] That's alright. It'll just take a minute or two. I have to log into a navigator.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Have to get a code, all that good stuff.
[AGENT][NEUTRAL] Oh, no, I get it.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] And not moving.
[CUSTOMER][NEUTRAL] 0, 72, 3:15 to 72.
[AGENT][NEUTRAL] Awesome alrighty I appreciate you verifying that. OK, so for this member I just have one claim on file and it is currently in uh being uh processed as as we speak um I'm showing we just received that information yesterday, so [PII].
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh my goodness. I, and it's from Emergency Medical Services of Florida for [PII].
[AGENT][NEUTRAL] Hey, I have nothing else on file.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] As it is currently being processed I'm unable to see what it is that was submitted um it's being processed right now once it's completed then I'll be able to view it but as of right now as it's processing I can't see what it is just that we have received claim information.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and approximately how long for the processing?
[AGENT][NEUTRAL] So they say about 7 to 10 business days for claim information to process, it may not take quite that long but that's always gonna be a safe guess.
[CUSTOMER][NEUTRAL] OK, did it come in electronically or can you tell that?
[AGENT][NEGATIVE] I don't believe so um again it's with it just being received yesterday, um, I don't see anything other than when it was received.
[CUSTOMER][NEUTRAL] OK. All right. But you did say yes, it was definitely for emergency Medicine Services of Florida.
[AGENT][NEGATIVE] No, I can't see what it was that was actually submitted as it's currently being processed.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, is there another department that would be able to give me more information on that? Because I'd just like to make sure that it really is the right claim.
[AGENT][NEUTRAL] At this point
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Absolutely at this point we're not unfortunately because they are working to get it pretty much as like going through the information and associating it with his account so it's being processed right now.
[CUSTOMER][NEUTRAL] OK, all right, well.
[CUSTOMER][NEUTRAL] I'm sure that's gotta be the claim, but I'd like to know that for sure. All right, is there a reference number on this call and then can you send me over to broker resources?
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Absolutely. OK, so, uh, that would just be my first name, last initial, and today's date. And so my name is spelled [PII] And did you have any other questions for me before I transfer you? Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like apple.
[CUSTOMER][POSITIVE] Yes, that was a yes to A like apple.
[AGENT][NEUTRAL] Yes, yes, A like apple.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then 6 12 [PII]?
[AGENT][NEUTRAL] Yes, uh, I'm sorry, uh, [PII], today is the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my gosh, yeah, it is. OK.
[AGENT][NEUTRAL] I know I can't keep up either.
[CUSTOMER][POSITIVE] I know it's going too fast. All right, yeah, if you could send me over, I'd appreciate it. Thank you, [PII].
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] Yes ma'am, of course I'm just gonna put you on a brief hold while I get them on the line. Have a great rest of your day.
[CUSTOMER][POSITIVE] OK. Thanks, you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Oh this is Ty.
[AGENT][NEUTRAL] Hi, I'm sorry, who did you say this was?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][POSITIVE] Glad to hear it. I've got a uh broker on the line who is needing assistance setting up their OSC.
[CUSTOMER][NEUTRAL] You said you needed what? I'm sorry.
[AGENT][NEUTRAL] Uh, that's OK. I have a broker on the line who is needing assistance setting up their OSC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we are speaking with her name is [PII].
[AGENT][NEUTRAL] And I think she said she's with [PII], uh, Southeast Partners.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is this the broker itself, herself?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, you can transfer it.
[AGENT][POSITIVE] OK thank you bye bye.