AccountId: 011433970860
ContactId: 9ac896f8-fb80-40f3-ad10-293a071f0832
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250000 ms
Total Talk Time (AGENT): 107803 ms
Total Talk Time (CUSTOMER): 112489 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/9ac896f8-fb80-40f3-ad10-293a071f0832_20250408T21:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, yes, this is [PII]. How are you doing?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright, listen, yeah, I had some, uh, issues, um, I was trying to get into my portal and I had some issues, uh, with my username and password, so I was wondering if you can be able to give me a give me some help.
[AGENT][NEUTRAL] OK, sure. um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, just a second, stand by.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, we could do which one, the dental or health, which one? Which one?
[AGENT][MIXED] The the down is OK.
[CUSTOMER][NEUTRAL] Alright, that number is 02475317.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII], uh, last four social is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth, [PII].
[AGENT][NEUTRAL] I need the mailing address on file. It's OK.
[CUSTOMER][NEUTRAL] I mean, I'm sorry, my email is all.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII], yeah, [PII].
[AGENT][NEUTRAL] OK, and what's the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK, perfect. Thank you. OK, so I see you're still active, um, so, um, I can give you a username. If you don't remember your password, you can just click on forgot password, but your username is um [PII]. So that is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh lowercase [PII] and then the [PII]. Do you want to go ahead and try that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I saved it. I, I saved it to my Google account and so when I actually try to sign in, it did something different here. OK, let's see if it's gonna do it this time. OK, so it allowed me in this time. OK, so my next question is, yeah, we're good. So when it says that, um, I got a claim, I had a text message. Let me read that text message to you. Uh, let's see where it go.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, that text message. Alright, it says, uh, your claim is now complete reference to the following claim number. So as I tried to log in and I only got to the part where it says upload files or file with a wellness claim, so I got a little bit confused which one to to do.
[AGENT][NEUTRAL] OK, give me just a second. Um, that means that there is a claim that was processed. So, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, so this is um.
[AGENT][NEUTRAL] OK, so, um, it looks like a Piedmont physician group sent us a claim that we already processed, um, for the date of service of [PII]. So, we're just letting you know that we received the claim again and we process as a duplicate.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK. So, so we're all good and we're all clear.
[AGENT][NEUTRAL] Correct, yes, that's just letting you know that we received the claim again and we process the claim again and it looks like it's a duplicate from the first one we received. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. That's what I needed to know. All right, well, thank you for walking me through it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, that'll be all. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Oh, you too as well.