AccountId: 011433970860
ContactId: b07fda19-ea49-4b17-85f1-cb6f4d5d84ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439440 ms
Total Talk Time (AGENT): 128048 ms
Total Talk Time (CUSTOMER): 236430 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b07fda19-ea49-4b17-85f1-cb6f4d5d84ec_20250109T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, good morning, [PII]. I'm calling um for my husband who got a um not a bill but an explanation of benefits from you all and you'll have his uh outdated um uh uh insurance card.
[CUSTOMER][NEUTRAL] I guess so I need to get that to you so that one of the services on here will get paid.
[AGENT][NEUTRAL] Insurance card from like a primary insurance?
[CUSTOMER][POSITIVE] Yes, yes. Do I need to give that to you guys as well?
[AGENT][POSITIVE] Let me take a look at the claim, um, but I can definitely help you with it. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] OK, it's 02349369.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I am showing that you are on the policy also. Um, may I have, or you can just verify your date of birth and then the mailing address on file.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] You're gonna laugh, but I am not that [PII]. I'm a different [PII]. So that, that is, uh, he's actually separated. I'm his new partner. It's kind of a long story, but I am, I should have actually said I'm more his partner and to be, to be his next wife. But anyway, I am doing this for him because he is awful about taking care of his paperwork and he and his wife are not together, but uh my name is [PII] and I am legally his, his executor and and power of attorney and everything, so.
[CUSTOMER][NEUTRAL] That's why I'm just calling to give you his new card, um, the, the card that he should have had when he went into the emergency department for this visit and he didn't have it.
[AGENT][NEUTRAL] Right, but the car doesn't really matter to us. Ho wait a minute.
[CUSTOMER][NEUTRAL] That's when you take it?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What do you need then?
[CUSTOMER][NEGATIVE] What is it that you need because it apparently he keeps getting bills for this service when I when his secretary told me that it should go through you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is he available? I just need authorization to speak with you and then I can move forward.
[CUSTOMER][NEUTRAL] OK, hold on. He's actually he's a heart condition and he's resting, but I'm going to get him up for, can I put you on mute for one second and just get him to get up?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Thank you. Alright, hold on.
[CUSTOMER][POSITIVE] OK, I have [PII] on, uh, right here and whatever you need to ask him, he'll answer for you.
[AGENT][NEUTRAL] OK, thank you. Hi, Mr. [PII], um, I just need you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Go ahead, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII] and my mailing address is uh [PII].
[CUSTOMER][NEUTRAL] 151 [PII] we have [PII].
[AGENT][NEUTRAL] And just your email address?
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] And you said you have a [PII] 251 and 151?
[CUSTOMER][NEUTRAL] No, no, just, uh, it's just 150. It's, is 251. 251 is your personal 151 is your business. I don't know what they have down. No, [PII] is my personal, uh, [PII] and [PII] is my physical address to my company address.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, and is it alright for me to speak to [PII] on your behalf on this call?
[CUSTOMER][POSITIVE] Yes ma'am, please do.
[AGENT][POSITIVE] Alright, well, that's all I needed. Thank you so much. Have a good day.
[CUSTOMER][POSITIVE] Thank you. OK, thank you, thank you for.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right, [PII], thank you so much for letting him verify. Can I just have the uh first initial of your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The first initial [PII]
[AGENT][NEUTRAL] OK, so, so if you're speaking in reference to the claims that have been denied, they were denied because the policy is no longer active with APL. So there's no card that's needed. He has a different insurance.
[CUSTOMER][NEUTRAL] Well, obviously capital.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And so
[CUSTOMER][NEUTRAL] OK, so you don't have
[CUSTOMER][NEUTRAL] So you don't have any APL anymore or he didn't at the time, is that what you're saying?
[AGENT][NEUTRAL] We are a, this is APL. What I'm saying is the reason these, go ahead.
[CUSTOMER][NEUTRAL] Right,
[CUSTOMER][NEUTRAL] So you're saying, OK, you tell me again what you just said because I'm, I'm not understanding.
[AGENT][NEUTRAL] OK, so this is
[CUSTOMER][NEUTRAL] At the time, at the time of uh at the, I'm sorry, at the time of his claim here in October, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy that he had with APL was effective from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The claims are being denied because the policy was not active on the dates of service.
[CUSTOMER][NEUTRAL] Got you. OK, so.
[AGENT][NEUTRAL] So there's no ID
[CUSTOMER][NEUTRAL] Mm OK so and right even right now he doesn't have there's no APL there's they don't have it at all.
[AGENT][NEUTRAL] Right, that was the only policy that he had with us. There's no other like active policy right now.
[CUSTOMER][NEUTRAL] Are you saying?
[CUSTOMER][NEUTRAL] OK, so that his company doesn't have it anymore. OK, well, for some reason his company thinks they have this, so I guess I need to talk to him and his human resources person um and, and say that you guys don't have don't have this anymore. OK, so that makes sense alright.
[CUSTOMER][POSITIVE] I will spread that and let them figure that out whether they wanna, you know, go back with you guys or what, but OK, well then we took care of that. Thank you for that and I will pursue, I will pursue this other part, um, to, to the other to the people that are claiming making claims. So alright, [PII], thank you. That was a long run around to figure that out, but we figured it out. So alright, thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh, you're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] OK, have a
[CUSTOMER][NEUTRAL] No, that was it that was it so um.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a, well, have a good day and happy New Year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Same to you, honey. All right, bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye