AccountId: 011433970860
ContactId: 68653723-2fc6-4d38-8ed0-d6c95b36523c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204740 ms
Total Talk Time (AGENT): 77389 ms
Total Talk Time (CUSTOMER): 121683 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/68653723-2fc6-4d38-8ed0-d6c95b36523c_20250226T19:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. My name is [PII]. Um, I'm calling for my husband who has a policy with your company, and we received a document saying that a recent bill um was not have did not have a provider participation network.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Benefits have not been reduced, but it says nothing was paid.
[CUSTOMER][NEUTRAL] The bill charges were
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] Let me give you the, no, no, that's fine.
[AGENT][NEUTRAL] Yeah, do you have the, do you have the claim number or policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have both. The policy number is 02045286.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the claim number let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 3562489
[AGENT][NEUTRAL] And what is your husband's name?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Miss [PII], I don't see that you are listed on the policy without permission from your husband. I would not be able to disclose any claim information or policy information. Is he available to give us permission to speak with you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, he's at work, so I would have what time what what are your hours?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We're open from [PII] Central Standard Time. Are you on Eastern Time?
[CUSTOMER][POSITIVE] Yes we are.
[AGENT][NEUTRAL] So right now it's [PII] where we are in Central Standard Time, [PII] there.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] He gets home around [PII] our time, which would be [PII] your time. Is that correct?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so then maybe we can if not in the morning would be a good uh a good choice also.
[AGENT][POSITIVE] Yes ma'am, and we'll be happy to discuss that. It's just for his protection due to the HIPAO, yeah, so we just, but we'll be happy to discuss this claim information.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yes, no, no, I understand.
[CUSTOMER][NEUTRAL] He can do this over the telephone?
[AGENT][POSITIVE] He certainly can, yes ma'am.
[CUSTOMER][NEUTRAL] Or do you
[CUSTOMER][NEUTRAL] OK, OK, very good. I will just let him know that he wanted me to find out what the issue was.
[AGENT][POSITIVE] Yes, ma'am. Well, we'll be happy to discuss that with you.
[CUSTOMER][POSITIVE] Very good. Thank you so much, [PII]. Have a wonderful afternoon.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] I hope you do too, Ms. Do. Thank you for calling APL and you have a great afternoon. Take care.
[CUSTOMER][POSITIVE] Thank you thank you you too bye.
[AGENT][POSITIVE] Thank you bye bye.