AccountId: 011433970860
ContactId: 56757def-5719-432a-896f-0d65287d647f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193850 ms
Total Talk Time (AGENT): 53998 ms
Total Talk Time (CUSTOMER): 121462 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/56757def-5719-432a-896f-0d65287d647f_20250227T21:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was calling because I wanted to know where I could submit an appeal claims appeal.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][POSITIVE] Thank you. Yes, my name is [PII].
[AGENT][POSITIVE] Thank you, [PII], and I could call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number so I can give you the correct information?
[CUSTOMER][NEUTRAL] Yes, 725-22134700.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's not the APL policy number.
[CUSTOMER][NEUTRAL] Oh, let me look at the card, sorry.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, oops.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, uh, where would it be? It's not the 725221347.
[AGENT][NEUTRAL] Mhm. Do you have an APL ID card?
[CUSTOMER][NEUTRAL] Let's see. Oh yes, yes, sorry. Um.
[CUSTOMER][NEUTRAL] Where is that?
[AGENT][NEUTRAL] And it could be at the bottom of the card under the inpatient or outpatient benefit certificate number.
[CUSTOMER][NEUTRAL] Oh, OK, I see. Uh, would it be the outpatient one, the 02456985 [PII] [PII] [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, date of birth, uh, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, and is this on a claim that has been denied?
[CUSTOMER][NEUTRAL] Uh, yes, uh-huh.
[AGENT][NEUTRAL] Do you have that claim number available?
[CUSTOMER][NEUTRAL] Sure, let's see.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 0005375704.
[AGENT][NEUTRAL] That's not our claim number either.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Damn, this is weird.
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, maybe you guys are there secondary then. oh, secondary, that's why.
[AGENT][NEUTRAL] We are secondary.
[CUSTOMER][NEUTRAL] OK, I have to call the primary. Alright, OK, I, I see. They, it's because they have both the cards scanned together. So it's like, and then they never added this insurance as a secondary, they, yeah, OK, I, I, I see what happened. OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you for calling ATL. Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you so much for your help. Thank you.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.