AccountId: 011433970860
ContactId: 953db126-e402-422b-b994-31693468262b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339079 ms
Total Talk Time (AGENT): 130812 ms
Total Talk Time (CUSTOMER): 182634 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/953db126-e402-422b-b994-31693468262b_20250317T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey there I have recently stepped into an administrative role and taken over from another gal and I we have signed another authorization to disclose where I can work on uh my boss's account. Where do I need to send this where I can have access to this account and help filing claims and all that kind of thing.
[AGENT][NEUTRAL] OK, alright, I can give you that information. um, first, can I get your name and are you with the group?
[CUSTOMER][NEGATIVE] You just cut out on me. You wanted something and I heard group.
[AGENT][NEUTRAL] Um, your name and are you with a group?
[CUSTOMER][NEUTRAL] I I'm not sure what you mean by a group. I am an administrator for someone that has one of your cancer insurance.
[AGENT][NEUTRAL] OK, OK, alright, um, what is the member's name and policy number? Do you have that information?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his policy number is 78413.
[AGENT][NEUTRAL] OK. 78413.
[AGENT][NEUTRAL] OK, I've got it pulled up. Let me go ahead and give you that um email address to send that authorization form to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] OK, you're cutting out on me again. Every time you talk, you get, did you say CART?
[AGENT][NEUTRAL] T E
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] CAE care team.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I'm sorry, you got to say it again. You keep cutting out on me. Um, I'm so sorry, did you say pair theme?
[AGENT][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] Care like uh C A R E C as in cat.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, C A R E. OK, got it, care.
[AGENT][NEUTRAL] A as in apple
[AGENT][NEUTRAL] And then team T E A M.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] At AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII] so [PII].
[AGENT][POSITIVE] You've got it yay.
[CUSTOMER][POSITIVE] Yay, we made it um also can I ask you another question once I get this sent over I've got several claims that I've got to uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Figure out why they um didn't pay them but some of them they were I don't when I log on I don't see the documents that go that were uploaded so I can't fight it unless I know it was uploaded. Do I just go through customer service again when I call back or is there another?
[CUSTOMER][NEUTRAL] Someone I need to talk to to help me.
[CUSTOMER][NEUTRAL] navigate these waters.
[AGENT][NEUTRAL] Right. So,
[AGENT][NEUTRAL] Yes ma'am, so once you get that um third party authorization sent in and we get you added to the policy, you can just go ahead and call the same number that you called and um just anybody that answers telling you're wanting claim status so we can look up the old claims right we can look up the old claim and tell you why they were denied and what you need to fix them like some of them.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Claim status.
[CUSTOMER][NEUTRAL] Well I see that I, I, I, yeah, I see why they were denied because I got the EOBs, but when I go online to see, you know, because there's a place you can click view files with that particular claim number, but there are two that don't have the files so I don't know what was uploaded, but they could help me with that is what you're saying.
[AGENT][POSITIVE] Yes, ma'am, absolutely. And what is your name?
[CUSTOMER][NEUTRAL] OK, perfect. OK, my name's [PII] and uh does it take a few days to get this authorization to the close activated or is it activate activated immediately?
[AGENT][NEUTRAL] It does take a couple of days to get it done um and they should send you an email letting you know that they received the paperwork.
[CUSTOMER][NEGATIVE] OK, and you cut out on me in the beginning. Did you, did you say that it does take a few days or?
[AGENT][NEUTRAL] And that it's been completed.
[AGENT][POSITIVE] Yes ma'am, I'm so sorry.
[CUSTOMER][NEUTRAL] To get that email
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is your phone number just in case our calls dropped can call you back.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am. And then, yes, it does take a couple of days for it to, to be processed.
[CUSTOMER][POSITIVE] OK, I can hear you. Thank you, thank you so much for being patient. I don't know what it is. Have a good day. All right, bye-bye.
[AGENT][POSITIVE] You should. You're welcome.
[AGENT][POSITIVE] Oh, you're the one patient. OK, bye bye Miss [PII]. You have a good one. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] You too.