AccountId: 011433970860
ContactId: 63bf99f1-7c19-41bc-8b3a-6481fc5edede
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250500 ms
Total Talk Time (AGENT): 100265 ms
Total Talk Time (CUSTOMER): 82207 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/63bf99f1-7c19-41bc-8b3a-6481fc5edede_20250320T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi [PII]. My name is [PII], and my husband is actually the policy holder, um, but we have not had APL in over a year, and we just got a notification that somebody has sent in a uh authorization for a claim. I was trying to figure out who the claim was from.
[AGENT][NEUTRAL] Hm, alright, let's look, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I do not because like I said we haven't been with APL in over a year.
[AGENT][NEUTRAL] Yeah, no worries on the letter is there's probably not any sort of claim number or anything, is there?
[CUSTOMER][NEUTRAL] Nope. Mm mm.
[AGENT][NEUTRAL] OK. Let's take a look by name. We can look by name.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be under [PII].
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And I don't know if if he was with Anchor Engineering Company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] was to have the APL policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if anything happens and we're disconnected on our call, is this number you're calling from a good callback number? [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm, mhm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I actually found an old card if that would be beneficial.
[AGENT][NEUTRAL] I think I may have found you. What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what would be the address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah this is it. OK, let me see.
[AGENT][NEUTRAL] Did he have any blood work or anything done recently with like a primary?
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Um, not for a primary, but he did have some labs done for a pre-surgery, um, procedure.
[AGENT][NEUTRAL] So it looks like it's.
[AGENT][NEUTRAL] Lab work.
[AGENT][NEGATIVE] It was denied because, you know, the policy isn't active. I'm wondering if maybe it could be possible that maybe you guys have seen this uh provider before, you know, had blood work done, and they have this on file thinking that they should bill us a secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] I, yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I, well I think we might know who it is, but.
[AGENT][NEUTRAL] Yeah, because the information is his name. It says [PII]. It says the data service was 22525.
[CUSTOMER][NEUTRAL] Yeah, that would have been, yeah, either MRI or labs, yeah, one of the two.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, yeah, so it's literally, it'll just, it's a wash really, not anything to worry about. They're just not gonna get anything from us except it's just a denial, so, yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. OK. All right. Well, we've been trying to backtrack and make sure that everybody knows that we don't have that anymore, but it has been a chore.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yeah, yeah, yeah, yeah, for sure, no worries, no worries.
[CUSTOMER][POSITIVE] All right. Well, thank you very much. I appreciate your time.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Bye bye.