AccountId: 011433970860
ContactId: 93bca420-c022-4cdb-93ce-960e4bfe47af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337910 ms
Total Talk Time (AGENT): 169450 ms
Total Talk Time (CUSTOMER): 114747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/93bca420-c022-4cdb-93ce-960e4bfe47af_20250122T22:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing? Um, I am the
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm OK. uh, I am the secondary, uh, or beneficiary on my spouse's insurance, and I was calling because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My, uh, I get chemo every 3 weeks and basically they're waiting on approval from you guys to.
[CUSTOMER][NEUTRAL] You know, go ahead and.
[CUSTOMER][NEUTRAL] Allow me to get the uh to use the insurance basically.
[AGENT][NEUTRAL] OK, have they reached out to us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so, uh, um, do you know if they've tried filing any claims with us?
[CUSTOMER][NEUTRAL] Yes, they did. They just said they were waiting on approval.
[AGENT][NEUTRAL] They have, OK.
[AGENT][NEUTRAL] I see. OK, so let me check on those claims. uh, what was your name? I'm so sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Prea? OK.
[AGENT][NEUTRAL] Um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Where is it on here?
[AGENT][NEUTRAL] Uh, are you looking at a card?
[CUSTOMER][NEUTRAL] 02 I'm looking at the card.
[AGENT][POSITIVE] Oh yeah yeah go ahead mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, thank you for verifying that uh last thing I need is the email address we've got on file for you uh looks like it is [PII].
[CUSTOMER][NEUTRAL] Right, Weeks [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of that information. I appreciate it.
[AGENT][NEUTRAL] OK, so I am not showing that we've received any claim information for you um what I would do, I don't know if you're, well, let's see, you could give them a call or next time you are there and you speak with them, um, have them try to give us a call again it could be that they have incorrect information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We'll make sure that they have that correct information to be able to file claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but you guys do have me on his plan, correct?
[AGENT][POSITIVE] Absolutely. Oh yes, you are a covered insured under this policy.
[CUSTOMER][NEUTRAL] OK, and one more question, uh, the, I went on the uh website and the way my name is spelled on there is a [PII] instead of a [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I've got it here as a queue, so maybe that was corrected. Yes, I have it spelled it's um.
[CUSTOMER][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, let me actually double check. OK, you so y'all have multiple policies with us. Let me make sure I know it sounds funny, but I will make sure that that's correct on all of them. Sometimes one could be wrong, one could be right, so give me just a moment while you're on the phone with me. We'll make sure of that, just a second.
[AGENT][NEUTRAL] OK, so it is misspelled under the dental policy. OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, so I will get that corrected, no worries, let's see.
[AGENT][NEUTRAL] OK, and then just to confirm that was [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and the last name was [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK, awesome I will get that corrected, um, but on the medical that your name is spelled correctly.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes ma'am, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No ma'am, that will be all, and all they have to do is call you guys right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Oh yeah absolutely and you could just give them this phone number that you're calling on um the [PII] we do talk to providers all the time so if they need you know any sort of um you know if they're waiting for something they think authorizations required, anything like that um yeah they're more than welcome to give us a call and then of course we'll make sure they have the correct information to be able to file claims as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Yeah of course thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.