AccountId: 011433970860
ContactId: c61f78e8-2338-4bb7-bd32-156523b52593
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261858 ms
Total Talk Time (AGENT): 118557 ms
Total Talk Time (CUSTOMER): 113870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c61f78e8-2338-4bb7-bd32-156523b52593_20250604T22:44_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], uh, just, uh, need to, to get some information, uh, moving forward with your, uh, with our policy that we have with you to get in touch with BWA.
[AGENT][NEUTRAL] OK, I can help you with BWA. Yes, sir. May I please get your, your name and your callback number?
[CUSTOMER][NEUTRAL] Well, who, uh, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, my name's [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your callback number just in case the calls dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Sure, that's great, no problem. [PII]?
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please, sir?
[CUSTOMER][NEUTRAL] It is 253-689-6.
[AGENT][NEUTRAL] OK, let me pull up your policy, Mr. [PII].
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Um, address should be 3, wait.
[CUSTOMER][NEUTRAL] 35 0 darn it, what is the address there? I forget we just moved addresses so I gotta get the right one here. There it is [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yes sir and then.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir, that's correct. And then your email address please, sir?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy and you just need to be transferred over to BWA is that correct?
[CUSTOMER][NEUTRAL] No, no, I already called BWA, um, uh, you guys are working on.
[CUSTOMER][NEUTRAL] Um, a claim that we got from.
[CUSTOMER][NEUTRAL] Providence Hospital for my wife for like 13,0003, well start off at [PII], but it's now [PII] and some change.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And when I called to follow up on it last week, they said that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It wasn't covered by the insurance, and I said no, it was, and BWA confirmed that she was covered during that policy period of [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So uh if I can give you their number if you need to call them, you know, whatever it takes but uh yeah we need to get that uh situated so we can get this bill hopefully reduced quite a bit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, um, so what I can do uh is transfer you on over to a claims specialist so that you can talk to them about the claim. I do show um the day of service was uh [PII], is that correct?
[CUSTOMER][NEUTRAL] Correct, uh huh.
[AGENT][NEUTRAL] Providence Mission Hospital and the claim number is 3599685.
[CUSTOMER][NEUTRAL] Um, let me see the what did you say the claim number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, I don't know about the, where would I find the claim number?
[AGENT][NEUTRAL] Did you get uh a letter or anything about this policy, sir?
[AGENT][NEUTRAL] About this claim
[CUSTOMER][NEUTRAL] Um, I got a letter from you guys, but that never has any it never has any numbers on here. I just have the policy number and that's it.
[AGENT][NEUTRAL] Yes sir, OK, so I'm looking at a claim that was sent in on [PII] of.
[CUSTOMER][NEUTRAL] Oh wait, I found it. I found it. I found it. Uh, you mean for Providence? Claim number, OK, 356-6139. There it is.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was covered by the paper clips like oops.
[AGENT][NEUTRAL] Oh my goodness OK alright well what I can do is I can go ahead and transfer you now on over to a claims specialist so that they could speak to you about the claim and um you can just explain to them the way that you explained to me about it and that you spoke with [PII] but I'm gonna go ahead and let them know, give them a heads up, you know what you told me also, and we've already verified your policy so you won't have to go through that process again.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][POSITIVE] OK. You're welcome.