AccountId: 011433970860
ContactId: 76183506-bfac-4c19-97e5-17e0f19ed3c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268119 ms
Total Talk Time (AGENT): 103528 ms
Total Talk Time (CUSTOMER): 144882 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/76183506-bfac-4c19-97e5-17e0f19ed3c6_20250523T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII], heck of a nice guy with a little speech impediment today. Um, I just need to help, uh, an insured with a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just find this lady. I, uh, when people have like 3 or 4 last names, it gets really, uh, weird.
[CUSTOMER][NEUTRAL] OK, the policy number is 2341456.
[CUSTOMER][NEUTRAL] Her name is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] And can I get you to verify her date of birth?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, yeah, sure, hold on.
[CUSTOMER][NEUTRAL] Her date of birth, uh, she's [PII], uh, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] So the account which is like my biggest account um just emailed me an explanation of benefits, a little remark description on a on a.
[CUSTOMER][NEUTRAL] On a claim, I'll get can I give you the reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have the claim number?
[CUSTOMER][NEUTRAL] Or you don't need
[CUSTOMER][NEUTRAL] Um, I don't see the claim number on the, on page 2. The account only gave me page 2, but basically it says on the remarks we are awaiting information from your employer to confirm eligibility upon receipt of this information. We will continue processing your claim, but she is um active and that's what the account is asking me what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Is it for date of service? What's the date of service do you know?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, heaven forbid they gave me that. Let me just see if I have it, if they sent it on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I, I think I know what it is because it's, it's the only claim that I'm seeing with that remark. So that, so their policy goes through what's called
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, the day of service.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Go ahead, I see it. Go ahead. Well, alright, so what's going on? The policy goes what?
[AGENT][NEUTRAL] It goes through big or benefits in a card, so.
[AGENT][NEUTRAL] What they're doing is they're waiting from BIC to confirm eligibility so all it is saying is that we're still processing the claim. It looks like we don't need anything further from you we're just waiting on that employer because they have to approve their claims.
[CUSTOMER][NEUTRAL] Approve their claim
[AGENT][NEUTRAL] So that we can process them. So, yeah. Mhm.
[CUSTOMER][NEUTRAL] Wow, never heard of that. I mean, I've been with you guys for 12 years. I've never heard what's [PII]?
[AGENT][NEUTRAL] Benefits on the card it's typically for it's it's like a it's typically for staffing agencies.
[CUSTOMER][NEUTRAL] What is, what is that?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh, but, uh, this company isn't a staffing agency. That's really weird. I mean this is a logistics company.
[AGENT][NEUTRAL] Yeah, um, I don't know what it would be. I, I can't delve into her, her that deep, but her employer, um, for whatever reason they, they chose their insurance through BIC, which is which they have APL insurance, but it's through BIC. So all we're doing is waiting for them. There's, there's nothing else that we need from you or from the, the patient. It's just, it has to go through them.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They show their insurance.
[CUSTOMER][NEUTRAL] OK, got you. Alright. Do you is, um, can you just tell me what, what, uh, what stands for? I never heard of that company before. It's, uh, because they have.
[AGENT][NEUTRAL] it's benefits and a card.
[CUSTOMER][POSITIVE] Alright, benefits in the car. OK, wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, um, wow, I've been around the block but never heard of that. I mean they have, uh, paychecks. I never heard of that before. Alright, I appreciate your time then thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK thanks alright you take care alright bye thanks bye.
[AGENT][POSITIVE] You have a great day, OK?
[AGENT][NEUTRAL] Alright bye.