AccountId: 011433970860
ContactId: c287b48c-9825-487c-85f5-a7ecc05d4d61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638780 ms
Total Talk Time (AGENT): 198808 ms
Total Talk Time (CUSTOMER): 152412 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c287b48c-9825-487c-85f5-a7ecc05d4d61_20250103T21:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. Um, can I speak with somebody from the claims department, please?
[AGENT][POSITIVE] Yes, ma'am. How can I help you today?
[CUSTOMER][NEUTRAL] Um, do you cover claims?
[AGENT][NEUTRAL] Are you the insured or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] No, I am the insured.
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with the claim.
[CUSTOMER][NEUTRAL] OK, um, would it be possible, would it be possible to speak to a supervisor?
[AGENT][NEUTRAL] And who am I speaking with?
[AGENT][NEUTRAL] First of all,
[CUSTOMER][NEGATIVE] I, I feel like at this point I really need to escalate, so I need to speak with the supervisor or manager.
[AGENT][NEUTRAL] OK, so what I'll need you to do first is to pull up your policy information and verify some things with you for security purposes first.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah, sure. First name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you
[AGENT][POSITIVE] I'm so sorry. Could you please spell your last name for me again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you say that for me again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] My policy number, hold on, bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have patients that number.
[CUSTOMER][NEUTRAL] Would, would that work?
[AGENT][NEUTRAL] Well, I'm gonna, is this, uh, I need your APL. Well I
[CUSTOMER][NEUTRAL] Or claim number oh policy, yeah, oh it's 02520427. I'm sorry, I'm, I'm having a bad cough.
[AGENT][POSITIVE] Yes, ma'am. I, I can, I'm sorry about that.
[AGENT][NEUTRAL] Can you repeat your policy number for me when you can, when you can?
[CUSTOMER][NEUTRAL] Sure, hold on one second, let me just get some water.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] OK, it's 02520427.
[AGENT][NEUTRAL] 427. OK. Thank you. One moment while I get your information pulled up, Miss [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so again, as I stated before, I will need to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number that we should have. Is that correct? OK. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and did you say that you did have a claim number that you were calling about?
[CUSTOMER][NEGATIVE] Well, I have 2 different claim numbers and both of them have been denied and at this point I really need to escalate.
[AGENT][NEUTRAL] OK, would you
[CUSTOMER][NEUTRAL] So I really need to speak with a supervisor so I can understand what is.
[CUSTOMER][NEUTRAL] What, what is going on?
[AGENT][NEUTRAL] OK, can you give me the claim numbers that you would like to discuss?
[CUSTOMER][NEUTRAL] 354-529-5.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the other one
[CUSTOMER][NEUTRAL] It could be in your system. I don't have it in front of me. I can't find it, but it should be already in your system.
[AGENT][NEUTRAL] OK. Is this for, are they for the same date of service, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, it's from, uh, the other one is for an earlier date of service.
[AGENT][NEUTRAL] OK, but you don't know what that excuse me, that data service is.
[CUSTOMER][NEUTRAL] I don't have, I don't have it in front of me, but this is the the only one I have right now.
[AGENT][NEUTRAL] OK, so I'm gonna.
[CUSTOMER][NEUTRAL] But you should have it in your system. Yeah.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] I mean I can I can log in on the portal but you should have it in your system as well.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold to see if there is a supervisor that is available, OK?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] You're welcome. So one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding for me. OK, I'm going to get you connected with uh one of the supervisors. So is there anything else that I can help you with first?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, no, that will be great. I really appreciate it. Thank you.
[AGENT][POSITIVE] OK, yes, ma'am. Well, you're very welcome and thank you again for calling APL. I hope you have a very nice weekend.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][POSITIVE] Good afternoon and thank you for calling API. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah, I, yeah, I typed in the wrong policy number and I put a 0 on that claim number. I'm trying to get to [PII], girl. I'm just trying to get to [PII] today.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] I feel like I'm going to die, but I feel like, yes. So I'm sorry about that. The uh the correct policy number is 252-0427.
[AGENT][NEUTRAL] That is the correct claim. Yeah, 252, yes.
[CUSTOMER][NEUTRAL] OK, for um.
[AGENT][NEUTRAL] 0427 [PII]. Now she gave that one claim number that's correct, but said that put a 0 with that, but anyway, um, but she would not, uh, she's fully verified, but she wouldn't give me the date of service or anyway.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Um, and she, she said that she just needed to speak to a supervisor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At this point, so, and the number in the system, which is also the same number up on the screen, that would be the one to call her back on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] OK, thanks, bye bye.
[CUSTOMER][NEUTRAL] Mhm.