AccountId: 011433970860
ContactId: 9be636c3-aa99-47c4-98b1-6fc5497e4730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390359 ms
Total Talk Time (AGENT): 119253 ms
Total Talk Time (CUSTOMER): 166094 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/9be636c3-aa99-47c4-98b1-6fc5497e4730_20250429T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Acrosure Insurance. I'm calling on behalf of one of our clients, uh, the Ferretti Group. Um, their policy number group number is 19145.
[CUSTOMER][NEUTRAL] And I have a specific employee. Um, I talked to him back on [PII] after speaking with you guys. Um, he had ended up going to what he thought was an urgent care, but it turned out to be one of those, um, free standing ERs, and he received a large, um.
[CUSTOMER][NEUTRAL] Bill for it it was hitting his Cigna deductible, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Whomever I spoke to at that time said that all he had to do was have the providers bill APL is secondary, and I sent him a message with it he sent us since just today and an invoice or bill from the provider um.
[CUSTOMER][NEUTRAL] That was dated [PII] and I really suspect that it probably has just crossed paths um but I was wondering if you could please take a look and see if APL has ever processed um the claim so that I know that this has been paid or not paid.
[AGENT][NEUTRAL] Yeah, do you know what the employee's name is?
[CUSTOMER][NEUTRAL] Can you help with that?
[CUSTOMER][NEGATIVE] Yeah, [PII] and his, his ID number is 2486566, and this is terrible. Did you say your name was [PII]?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII], OK. Sorry, [PII].
[AGENT][POSITIVE] You're good, don't worry about it.
[CUSTOMER][NEUTRAL] I didn't write it down too much going on today.
[AGENT][NEUTRAL] Yeah I can imagine um I'm gonna put you on hold for a brief moment and I'm gonna call our claims department and see if that was ever processed for you OK?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK. And uh if, if it would be helpful, it was an invoice from Emergency Medicine Services of Florida.
[CUSTOMER][NEUTRAL] And let's see, the provider was [PII] DO. It was billed in the amount of $938 from a data service of 22 of 25 at the Doral emergency.
[CUSTOMER][NEUTRAL] Uh, department.
[AGENT][POSITIVE] OK, OK, perfect.
[CUSTOMER][NEUTRAL] And then the amount owed was 53615.
[AGENT][NEUTRAL] 6:15. OK, perfect. Let me put you on a brief hold and I'm gonna give them a call, OK?
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] Alright, of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes I am. Oh, can I give you my number just in case we get disconnected because I don't wanna have to start over [PII].
[AGENT][NEUTRAL] I just want to confirm.
[AGENT][NEUTRAL] Sure. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] OK and you said it was [PII], correct?
[CUSTOMER][NEUTRAL] Yes. Do you need a birth date or something?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, so I just wanted to confirm that was it. So I'm, I'm gonna put you on a brief hold again and then um I'm gonna call claims, OK?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], who is claims? Is it the on like the quick connect? Is it the APL slash HI slash.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, the APL meddling gap. OK, perfect.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Perfect
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you, [PII]?
[AGENT][NEUTRAL] I'm good thank you um so I have a [PII] with Accursure on the line um and she was calling in regards to group number 19145.
[AGENT][NEUTRAL] Um, and one of the um group's employees, uh, submitted a claim and they were curious if that has been processed yet or not. Um, the policy number is 2486566.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I got him pulled up and you can send her over.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] Mhm, thank you.
[CUSTOMER][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh hold on a sec. I'm, I'm trying to, I'm trying to have her join. Hold on a sec.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yep, I am.
[AGENT][NEUTRAL] OK perfect I have um someone from the claims department that can help you with your questions OK?
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]