AccountId: 011433970860
ContactId: a1ed3141-e08a-411a-be67-2c37bd3a0b17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379630 ms
Total Talk Time (AGENT): 163656 ms
Total Talk Time (CUSTOMER): 154648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/a1ed3141-e08a-411a-be67-2c37bd3a0b17_20250411T19:47_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I just have a really quick question. It's, it's kind of complicated. I've been dealing with this for a while, but, um, I no longer have, um, your insurance, but I did through Creative Circle until the beginning of [PII], like the [PII].
[CUSTOMER][NEUTRAL] Um, I got an explanation of benefits from a doctor visit my daughter had from [PII], and I had your insurance at the time, but they put the claim through to an insurance I had before you guys.
[CUSTOMER][NEUTRAL] Um, I'm no longer with you, but, um, I, to get this all worked out, um, I need my insurance ID number to provide to the company so they can resubmit the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, I can help you with your insurance ID number. It does, it does, um, can I please first get your call back number just in case the call gets dis that I'll be able to call you back.
[CUSTOMER][POSITIVE] I hope that all makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, sure, it's 314.
[CUSTOMER][NEUTRAL] 539 1017.
[AGENT][NEUTRAL] OK, and you don't know your policy number, so can you give me your social, and that'll pull all your policies that you've had with him.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you sir and what you're looking for is just the policy number so that you can give it to the facility so they can actually uh bill on the correct insurance, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's correct. She said the insurance ID, but whatever you think would work for them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes sir. I will give you all the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. uh, [PII], I'll need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we had on the policy for you?
[CUSTOMER][NEUTRAL] OK, address is [PII].
[CUSTOMER][NEUTRAL] Um, my phone number is [PII] and then my email address is [PII].
[AGENT][POSITIVE] Thank you I appreciate you giving me that information.
[AGENT][NEUTRAL] OK, so the policy number that you had with us, and let me make sure I get the right one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on the, on the, um, claim itself, did you file it under the medical or did you file it under the group accident or the dental?
[CUSTOMER][NEGATIVE] OK, so it would have been medical. It, it, it got filed under the wrong insurance, my insurance before you guys, so nothing was, nothing was, uh, no claim went through for you guys for APL.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right, I just wanted to make sure I had the right policy number to give you so you guys can resubmit that.
[AGENT][NEUTRAL] Um, so the hospital indemnity policy number that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Is 246-1011.
[CUSTOMER][NEUTRAL] 246-1011
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Um, they'll also.
[CUSTOMER][NEUTRAL] OK, so just to, just to be clear this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Sorry, I'm sorry. Just to be clear, this was, this was for her yearly, for her yearly OBGYN visit and that's, that's all it was for.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] So I is that I assume this would be the right policy number for that.
[AGENT][NEUTRAL] Right. This would be the medical, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they'll also need your um they they may need your employer group ID number. Let me give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK employer group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I go ahead.
[AGENT][NEUTRAL] 70,030.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 70,030
[AGENT][NEUTRAL] Yes, they may also need the policy effective date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] which was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then they may need a payer ID number so they could send that claim electronically for you and let me give you the payer ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Payer ID OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes. It's 60801.
[CUSTOMER][NEUTRAL] Go right ahead.
[CUSTOMER][NEUTRAL] 60801
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] 608-001. OK.
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] And I think, I think that's everything that they're going to need um to be able to file the claim for you so they can um submit that to us.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Well, you're very welcome.
[CUSTOMER][POSITIVE] And that's, that's really all I needed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well you have a wonderful weekend, [PII], and we thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Bye-bye.