AccountId: 011433970860
ContactId: c1d27bd4-62af-453e-983b-f06408fdea55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160119 ms
Total Talk Time (AGENT): 36157 ms
Total Talk Time (CUSTOMER): 77492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c1d27bd4-62af-453e-983b-f06408fdea55_20250224T21:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and um I, I visited an emergency room because I couldn't breathe.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And I got a huge medical bill from the facility and then I
[CUSTOMER][NEUTRAL] Gave them my insurance information, um, and
[CUSTOMER][NEUTRAL] They had sent you guys I guess a a claim and I just received a letter.
[CUSTOMER][NEUTRAL] Uh, [PII] and it says the total benefit benefits paid is zero, so.
[CUSTOMER][NEGATIVE] I'm not understanding what's going on, really.
[AGENT][NEUTRAL] Hm, OK, [PII], let's take a look. Do you have by chance your policy number?
[CUSTOMER][NEUTRAL] Uh yes, let me just get that real quick um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, it's 681-156-009.
[AGENT][NEUTRAL] Do you see any sort of certificate number on that? That number is a little too long for a policy number.
[CUSTOMER][NEUTRAL] It says a plan name, it's uh FE America Care 200 group ID G1203273, group ID I guess.
[CUSTOMER][NEUTRAL] And then there's the member name, and the member level, and the member ID.
[AGENT][NEUTRAL] And that 681-1 number is the member ID that you gave me?
[CUSTOMER][NEUTRAL] 681-156-009, yes, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a claim number if that helps um.
[AGENT][NEUTRAL] Yeah, what's the claim number that you have?
[CUSTOMER][NEUTRAL] A letter from
[CUSTOMER][NEUTRAL] OK, it's 3563039.
[AGENT][POSITIVE] OK, thank you so much let me pull that up here.
[AGENT][NEUTRAL] And then for security I will need to verify please your date of birth and then address.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] Oh, I'm there's another call coming in. Can I call you right back? I'm sorry.
[AGENT][NEUTRAL] Sure, yeah.