AccountId: 011433970860
ContactId: 7745bb77-4000-4c37-a65e-ad3ab04631a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408779 ms
Total Talk Time (AGENT): 165166 ms
Total Talk Time (CUSTOMER): 169861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7745bb77-4000-4c37-a65e-ad3ab04631a5_20250414T12:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need uh someone on your end to contact my provider for, um, a, uh, for my, uh, blood test monitor.
[CUSTOMER][NEUTRAL] To authorize a new set of supplies.
[AGENT][NEUTRAL] OK, OK, yes, sir, we can certainly do that. Now, do you have a your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, hold on.
[CUSTOMER][NEUTRAL] Policy number is 2471531.
[AGENT][NEUTRAL] OK, thank you. And what is your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Uh, [PII], address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and will you also verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and you were saying that you need um someone from APL to notify your provider?
[CUSTOMER][NEUTRAL] Uh, yeah, the provider, uh, uh, they already have the info the information but for some reason they still need to, uh, verify and, uh.
[CUSTOMER][NEGATIVE] So they have not sent me new supplies for my blood monitor, which is our test strips and lancets, and I need that. I need more of those and I was expecting them to be able to just send them out, but they said that the, the order is on hold pending uh verification from the insurance, the insurance provider. So I called them and they said I someone on your end needs to contact them.
[CUSTOMER][NEGATIVE] Which I don't understand why why they couldn't just you know verify with you.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. The only thing I'm seeing is
[AGENT][NEUTRAL] Um, let me just check.
[AGENT][NEUTRAL] Now the policy is still active, but it shows that it um.
[AGENT][NEUTRAL] It's paid to it's paid to [PII], so that's.
[AGENT][NEGATIVE] Is probably the issue with it. Um.
[CUSTOMER][NEUTRAL] Well, there's no, there has not been any payments since November?
[AGENT][NEUTRAL] That is what I'm seeing, but let me check on that to see what is going on with them.
[CUSTOMER][NEGATIVE] That doesn't make sense, yeah, no, that, that doesn't make sense and I'm sure we've been making payments.
[AGENT][NEUTRAL] OK, right, right. Um, OK. Well, let me just, um, I, I will check into that cause that has got to be what is going on with it. The reason that you, um your provider wasn't able to get that done.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, through us, so let me check on that and also you said that for us to contact your provider, do you have the phone number for them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, option 3.
[AGENT][NEUTRAL] OK thank you um I will look into this right now to see what is going on with that payment because we need to start there or I need to start there to see what's happening um and then I will have someone to contact your your provider.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if there are any issues with it, I will give you a call back, um, but we should be able to get this cleared up.
[CUSTOMER][NEUTRAL] OK, and I'm, I'm looking on the, uh, I I logged into my account on the website and I'm just checking right now to see.
[CUSTOMER][NEUTRAL] If if I could find any.
[CUSTOMER][NEUTRAL] Payment issues over the website, but um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, I don't see a billing.
[CUSTOMER][NEUTRAL] List the billing page here.
[CUSTOMER][NEUTRAL] forms
[AGENT][NEUTRAL] And this does show that it is paid through your employer, um, so.
[CUSTOMER][NEUTRAL] They performed
[CUSTOMER][NEUTRAL] My employer, this is.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Unless I'm looking at at the wrong no this.
[CUSTOMER][NEGATIVE] This should be the right thing. No, this is privately paid. We pay this out of pocket. This is not employer.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, right. Yes, sir.
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][NEUTRAL] It's just, yes.
[AGENT][NEUTRAL] Let me look into this to see um what has happened.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um we will get it cleared up.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes, sir. You are welcome. Um, but can I do anything else for you?
[CUSTOMER][NEUTRAL] Well, uh, like I said, I'm on the website, but I don't see any, any information on here about billing.
[CUSTOMER][NEUTRAL] Or you know account status as far as billing is concerned just claims information.
[AGENT][NEUTRAL] OK. Are you on the APL?
[CUSTOMER][NEGATIVE] I don't understand why I.
[CUSTOMER][NEUTRAL] Yeah, I'm on the APL APO website and I signed it and I can see I can see my recent claims.
[AGENT][NEUTRAL] OK, OK, yes, sir.
[CUSTOMER][NEUTRAL] But there's nothing here about billing or account status.
[CUSTOMER][NEUTRAL] As far as billing is concerned.
[AGENT][NEUTRAL] OK, and it probably and it you wouldn't see that on um on the website.
[CUSTOMER][NEUTRAL] Oh, interesting. OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well, yeah, whatever you can, uh, find, please do. And like I said, I'm out of test strips, so I'm either gonna have to wait or go to the hospital and get a blood test, so.
[AGENT][POSITIVE] Right, yes, sir. I will get on this right now, um, and we, we will get it taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes, sir. You're [PII]ome.
[AGENT][POSITIVE] You have a good day, Mr. [PII], and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][NEUTRAL] Bye.