AccountId: 011433970860
ContactId: 80bac392-de1a-4d6f-aa25-fde007c26fce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336040 ms
Total Talk Time (AGENT): 126113 ms
Total Talk Time (CUSTOMER): 108302 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/80bac392-de1a-4d6f-aa25-fde007c26fce_20250122T16:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with CHI Health, and I was just calling to verify coverage and um timely filing.
[AGENT][NEUTRAL] OK, so do you want to verify coverage of a certain insured?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, what do you have the um person's name?
[CUSTOMER][NEUTRAL] Yes, his name is [PII].
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Um, first name is [PII], I should say that. Um, last name is uh [PII] is [PII]
[AGENT][NEUTRAL] And is this regarding a claims by chance or?
[CUSTOMER][NEUTRAL] Um, yes, we just have some claims he provided insurance, um.
[CUSTOMER][NEUTRAL] He has a primary coverage and he just provided.
[CUSTOMER][NEUTRAL] His insurance, but he has some older dates and I was just checking to see if it's something that's not too late to submit to secondary.
[AGENT][NEUTRAL] OK, let me just, I'm going to verify that he is in fact insured with us and then um I'm gonna get you over to claims, OK?
[CUSTOMER][NEUTRAL] What's the effective date?
[CUSTOMER][NEUTRAL] What's the effective date?
[AGENT][NEUTRAL] The effective date of.
[CUSTOMER][NEUTRAL] For his insurance
[AGENT][NEUTRAL] Um, give me just a second.
[AGENT][NEUTRAL] I'm still checking to see.
[AGENT][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] You have a date of uh do you, I'm sorry, do you have like a.
[CUSTOMER][NEUTRAL] Do you need like a data service or?
[CUSTOMER][NEUTRAL] His, uh, you know, not data service, I'm sorry, date of birth.
[AGENT][NEUTRAL] Um, yeah, I'm gonna.
[AGENT][NEUTRAL] Yeah, give me, or do you have the last of his social by chance?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a second. I'm gonna get you over to claims, OK?
[CUSTOMER][NEUTRAL] Um, so you didn't verify how, how long he's been on the coverage because claims wouldn't be able to tell me that, but you would, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Claims would be able to tell you that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking and how may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] in Broker Resources. How are you?
[CUSTOMER][NEUTRAL] I'm good and your name is [PII]?
[AGENT][NEUTRAL] Good, yeah, my name is [PII] I'm broker resources.
[CUSTOMER][NEUTRAL] OK, alright, and what can I help you with today?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I have a um I have a person on the phone, she needs to um figure out claims coverage for an insured named [PII]
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um, I'm gonna give you 2 because I.
[AGENT][NEUTRAL] Because I found you in Lion. It's the first one is 205.
[AGENT][NEUTRAL] 954 4.
[CUSTOMER][NEUTRAL] I'm sorry, it's hard for me to hear you. I don't know if you have me on speaker phone 205.
[AGENT][NEUTRAL] 954 4.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] And then 251.
[AGENT][NEUTRAL] 5654.
[CUSTOMER][NEUTRAL] OK, and she's calling because she has some questions about her dependent [PII], is that what you're saying?
[AGENT][NEUTRAL] No, she's um well let me go back and
[AGENT][NEUTRAL] And figure out exactly who she is. I think she's like from the um.
[AGENT][NEUTRAL] Like for she's part of the claims like she's, it's not his, it's not her dependent sorry I'm.
[CUSTOMER][NEUTRAL] OK, well I need to know who she is before you transfer the call. I need her name and I need to know who she is.
[AGENT][NEUTRAL] Yeah, give me just a second.
[CUSTOMER][NEUTRAL] Uh-huh. You are on hold.
[AGENT][NEUTRAL] Ma'am, what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII] with CHI Health.
[AGENT][NEUTRAL] With CHI Health. Alright, give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, can you hear me?
[CUSTOMER][NEUTRAL] Uh-huh I can hear you.
[AGENT][NEUTRAL] Her name is [PII] with CHI Health.
[CUSTOMER][NEUTRAL] And she's [PII]. OK, alright, go ahead and transfer.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Gla
[CUSTOMER][NEUTRAL] Hello? Oh. Yes.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].