AccountId: 011433970860
ContactId: 6c1e4b43-dfbc-4b9a-8940-7b06f93d0ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443510 ms
Total Talk Time (AGENT): 199572 ms
Total Talk Time (CUSTOMER): 141698 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6c1e4b43-dfbc-4b9a-8940-7b06f93d0ee5_20250428T17:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] from NES. I'm calling for a claim on one of our groups. They called Car Laie for an employee there called [PII].
[AGENT][NEUTRAL] OK, and what was your name again? And can I get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah, sure. Um my name is [PII]'s [PII]
[CUSTOMER][NEUTRAL] And a call back would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you spell your name again for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that Ms. [PII].
[AGENT][NEUTRAL] And you said you were calling about a claim in regards to a specific insured. Do you have the insured's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's the thing, OK, so,
[CUSTOMER][NEUTRAL] My one of my co-workers that she's no longer with us, submitted a claim for an employee of Carl Irby. Her name is [PII], but I'm not sure.
[CUSTOMER][NEUTRAL] Is she submitted for hospital, what did she submit it for?
[AGENT][NEUTRAL] OK, you said her name is [PII]?
[CUSTOMER][NEUTRAL] If she did admitted to hospital.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, bear with me. Let me do a name search and let's see if I can pull her up and see what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's moving really slow. I apologize, bear with me.
[CUSTOMER][NEUTRAL] No it's fine. Don't worry, it's Monday. It's OK.
[AGENT][POSITIVE] Right. The computer has, the computer is slow, yeah, and we're slow in getting to it too. You're so right. Bear with me.
[CUSTOMER][NEUTRAL] We're all
[CUSTOMER][POSITIVE] I like that it's fine.
[AGENT][NEUTRAL] And this is a Florida group, right? You said you were with NAS correct?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] And yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to know the group number or the group name?
[CUSTOMER][NEUTRAL] The group name is Car KAR.
[CUSTOMER][NEUTRAL] And Anste, Labi, L A R.
[CUSTOMER][NEUTRAL] A B B E E.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, L [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have that with APL they have hospital with the group number uh policy number 37866.
[AGENT][POSITIVE] OK, I think I've located it. Bear with me.
[AGENT][NEUTRAL] Are you able to identify Ms. [PII]'s date of birth or her address, any of that information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. What's her date of birth?
[CUSTOMER][NEUTRAL] [PII], her date of birth is [PII].
[CUSTOMER][NEUTRAL] Just one on the same day as my son.
[AGENT][NEUTRAL] All right, thank you for that. That is what we have on file and can you also verify her mailing address?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you for that, and that is what we have on file. OK, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're looking to see if she submitted a claim in now she's not active and it's showing she hasn't been active since January, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that correct, that she shouldn't be active?
[CUSTOMER][NEUTRAL] Alright, because they no longer have APL, but I have here that the that a claim was submitted.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] With you guys, so I don't know the status of that claim, what's going on if you have any information there.
[AGENT][NEUTRAL] It looks like we have several claims that came in this year, um.
[AGENT][NEUTRAL] It's 4 of them. It it may be 2 of the same ones, maybe we needed additional information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so what I'm gonna have to do, Ms. [PII], I do apologize, is I'm gonna have to let you speak to someone in the claims department so they can tell you what's going on with these and where we're at with them, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like I said, it's 2 in March and 2 in April. I'll make sure I get someone before I release you. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] Alright, I'm gonna place you on a brief hold. I'll get you further assistance and thank you for calling APO. You have a wonderful day and hold please.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] You're welcome. Oh, and before I transfer you, Miss [PII], let me give you her policy number so you'll have that reference number.
[CUSTOMER][NEUTRAL] Oh, please, yeah.
[AGENT][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] The policy, OK.
[AGENT][NEUTRAL] Policy number is 02.
[AGENT][NEUTRAL] 414.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 220.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 220. OK, got it.
[AGENT][POSITIVE] Alright I'm gonna place you on a brief hold and thank you again for calling APL. You have a good day and hold please.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I have an agent on my backline that's inquiring about an insurance policy. She's wanting to see what's going on um with these claims that were submitted in. I'm thinking she's just checking to see.
[AGENT][NEUTRAL] If we sent EOBs and if we denied them because she's aware that the person is no longer active, but she's trying to see specifically what's going on with that claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, we can definitely double check that. Did you get a policy?
[AGENT][NEUTRAL] I did. It's 241-422-0.
[AGENT][NEUTRAL] And you're speaking with Ms. [PII], and she's with NAS.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did verify [PII]'s information as well too.
[CUSTOMER][POSITIVE] Alright perfect thank you so much you can go ahead and send her on over.
[AGENT][NEUTRAL] Um, the callback number is the number that's gonna be transferred over, um, the [PII], so just to let you know that is the same thing too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got that jotted down. Thank you.
[AGENT][POSITIVE] Thank you. You have a good day. Here she goes.
[CUSTOMER][NEUTRAL] You too.