AccountId: 011433970860
ContactId: 854e641c-bd18-4804-8f7a-b21f649dfb29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140410 ms
Total Talk Time (AGENT): 47292 ms
Total Talk Time (CUSTOMER): 102608 ms
Interruptions: 3
Overall Sentiment: AGENT=3.6, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/854e641c-bd18-4804-8f7a-b21f649dfb29_20250106T17:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, excuse me, hi, yes, my name is [PII], and I was checking claim status for a member. Um, I know the automated line the last time I called stated that no payment was issued, but I was trying to obtain the explanation of benefits from the website, and it states to put the member's ID number, you know, when I put in the PHC and the ID number and it didn't pull up anything.
[CUSTOMER][NEUTRAL] Um, so I just wanted to see if you show receipt of this claim and this, um, maybe assist me with how to get an explanation of benefits.
[AGENT][POSITIVE] All right. It would be my pleasure to assist you. And [PII], what is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, yes, that number is [PII], and my direct extension is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, I have 0000 B as in baby 2376135.
[AGENT][NEUTRAL] Now that is not the APL policy number.
[CUSTOMER][NEUTRAL] Oh maybe that's that might be a problem.
[AGENT][NEUTRAL] Sounds like it's major medical.
[CUSTOMER][POSITIVE] Oh, OK, so I will see if I can find that member's insurance card and that might be the problem. OK, well I do thank you for your assistance so let me do a little bit more research and I do pray you have a lovely rest of your week.
[AGENT][POSITIVE] Oh, thank you, [PII]. I hope the same for you and pray that you have a lovely and blessed [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Hey man, thank you, yes, we definitely will will need as, as much prayers we can get we're definitely gonna need it.
[AGENT][NEUTRAL] We're gonna, we're just gonna.
[AGENT][POSITIVE] We're just gonna trust and pray, that's all we can do, and, and enjoy every day, so.
[CUSTOMER][POSITIVE] Amen, that's all we can do. You're exactly right every day here thank you. That's refreshing. I appreciate that so much.
[AGENT][POSITIVE] Just, uh, as my my dad's favorite song was One Day at a Time, Sweet [PII].
[CUSTOMER][POSITIVE] One day at a time, a man, and that's all we have, yeah, one day at a time, so I thank you. I thank you for that.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] We could just sit and talk for a while, couldn't we?
[CUSTOMER][POSITIVE] Yes we sure could. Yes ma'am. Well, I do.
[AGENT][POSITIVE] Well, it's been a pleasure, [PII], and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Likewise
[CUSTOMER][POSITIVE] Yes ma'am thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.