AccountId: 011433970860
ContactId: a83088ed-e324-47e4-956a-cbd3ad48e77b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417739 ms
Total Talk Time (AGENT): 185711 ms
Total Talk Time (CUSTOMER): 87463 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a83088ed-e324-47e4-956a-cbd3ad48e77b_20250122T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][NEUTRAL] I'm fine how are you?
[CUSTOMER][POSITIVE] I'm great thanks for asking [PII]. This is [PII] in claims um.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] How you been doing, Miss [PII]?
[AGENT][POSITIVE] I'm good, Ms. [PII]. It's good to hear your voice, honey.
[CUSTOMER][NEUTRAL] Same here. Miss [PII] I call. Could you look at a policy with me?
[AGENT][NEUTRAL] I can help you.
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] The policy number, let me know when you're ready for it.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is 2507924.
[AGENT][NEUTRAL] I've not talked with you in a while.
[CUSTOMER][NEUTRAL] It's been a minute.
[AGENT][NEUTRAL] Yes, it has.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, um, I have a provider on the phone. She's calling about [PII], but when she got ready to verify the date of birth, she said it was [PII], and I was trying to pull up the, the, um, application to the policy, but when I get in on base I'm not able to see anything to verify if there was a typo or something.
[AGENT][NEUTRAL] One
[AGENT][NEUTRAL] I bet it was
[AGENT][NEUTRAL] Uh, this was issued through enrollment services probably off of a file feed or something, so we'd have to, I will have, I can, uh, la la la la la. Oh, let me take, let me take my, uh, I put the wrong number altogether.
[AGENT][NEUTRAL] Um, let me look. 17021, let's try that again.
[AGENT][NEUTRAL] Yeah, let me see if I can go in and find anything.
[AGENT][NEUTRAL] So this is,
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] my impatient decisions.
[CUSTOMER][NEUTRAL] And I'm I'm normally able to go on the APR applications and put in the policy number.
[CUSTOMER][NEGATIVE] But it's, it, it didn't pull up anything for me when I did that.
[AGENT][NEUTRAL] Yeah, because it was issued off of a file.
[AGENT][NEUTRAL] So it, it's just it's not gonna be under the policy number. South Miami inpatient physicians.
[AGENT][NEUTRAL] Let's say this was issued [PII].
[AGENT][NEUTRAL] We're just gonna see if we can find anything.
[AGENT][POSITIVE] Fingers crossed, something. I do see a sense of the list, hopefully she's on here.
[AGENT][NEUTRAL] Oh wow, look down. I look down all the time I look on it.
[AGENT][NEUTRAL] It's not an ABC order. Let's see if I can find.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] L O N D O N.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, Miss [PII], girl, they got 2024 on here on this file.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] They sure do. They've got 2024 on the file that we received from the group.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let me, let me check it, um, hold on, let's see who can I ask where's.
[AGENT][NEUTRAL] Where's [PII]?
[AGENT][NEUTRAL] And the, the providers saying it should be [PII], she's at lunch.
[AGENT][NEUTRAL] Let's see if Miss [PII] is available. [PII], nope, she's not at lunch.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's try [PII].
[AGENT][NEUTRAL] They sure have 2024 on here. Thank [PII]. They have [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the providers saying it should be [PII].
[CUSTOMER][NEUTRAL] If we
[CUSTOMER][NEUTRAL] That's what I was calling to see was it on the application, but because in the system it says [PII], but she's giving me [PII].
[AGENT][POSITIVE] Yeah, I'm gonna go ahead and update it so you can.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I told her to advise just for the policyholder like she verified the policyholder's name and date of birth, but just not [PII], that's who she's calling about.
[AGENT][NEUTRAL] OK. I am
[CUSTOMER][NEUTRAL] I told her to advise [PII] to give us a call to verify [PII]'s date of birth.
[AGENT][NEUTRAL] Yeah, I think we need to do that, but I went ahead and updated it, but I think the, the, the mother, the insured should give us a call, um, updated part two.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They date of.
[AGENT][NEUTRAL] Date of birth from.
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Per
[AGENT][POSITIVE] OK, Ms. [PII], go ahead. We're gonna go ahead and do it. If it's wrong, we'll just have to fix it later. But I, I'm hoping, I'm hoping it's it just the providers probably sitting there with the mom and everybody, you know, hopefully it's right.
[CUSTOMER][POSITIVE] Alright, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am. Well, thank you, Ms. [PII].
[AGENT][POSITIVE] You're welcome, dear. Have a good day, [PII]. That's right, that's right.
[CUSTOMER][POSITIVE] And hopefully I'll see you next week.
[CUSTOMER][POSITIVE] Well, thank you. You have a good one as well.
[AGENT][POSITIVE] You too, sweetie. Bye-bye.