AccountId: 011433970860
ContactId: c63fc065-d9c8-4cf0-ac8d-77328774aa27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501720 ms
Total Talk Time (AGENT): 208370 ms
Total Talk Time (CUSTOMER): 236273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c63fc065-d9c8-4cf0-ac8d-77328774aa27_20250114T21:28_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] Mm
[CUSTOMER][NEGATIVE] Um, hi, I'm trying to get on the website, uh, trying to get my ID cards because I'm at a doctor's appointment right now and I can't, there's like technical errors. It's not letting me see my like ID numbers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I can help you with the online service center. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, and then, um, can I also have your policy number?
[CUSTOMER][NEUTRAL] It's 258-456-2.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also for security reasons I'm going to need for you to verify your address and your email address.
[AGENT][NEUTRAL] For me and the phone number that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy for me, so you're trying to get into the online service center it's giving you technical errors when you're trying to get your card, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just need like the numbers on my card so I can give it to my doctor's office.
[AGENT][NEUTRAL] OK, alright, let me go in the online service center real quick, Miss [PII] and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm on the phone with the
[CUSTOMER][NEGATIVE] There was an error in the website, so tactical service is trying to help me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah like um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you also tell me the address?
[CUSTOMER][POSITIVE] There as well right.
[AGENT][NEUTRAL] Our address for mailing claims or our physical address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I think your physical address because the, the doctor's office will just ask you the address of the insurance company, I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get, OK, let me get the address for you looking at the online service center I don't see that there's any issues um but I can help you. I'll make sure I give you all the numbers that you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. OK.
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] So our um physical, well, let me find that. I've got a PO box. Let me look up the physical address.
[CUSTOMER][NEUTRAL] 40 degrees.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] St
[CUSTOMER][NEUTRAL] indicated.
[CUSTOMER][NEUTRAL] [PII] still seeing a lot of traffic.
[CUSTOMER][NEUTRAL] The MTA says congestion pricing is working, feeding up.
[CUSTOMER][NEUTRAL] For the lowest.
[CUSTOMER][NEUTRAL] It's Bob.
[CUSTOMER][NEUTRAL] Usually take 15 minutes to get here.
[CUSTOMER][NEUTRAL] did you get the MTA.
[CUSTOMER][NEUTRAL] table.
[AGENT][NEUTRAL] Of course, so it's taking forever. I am so sorry.
[CUSTOMER][NEUTRAL] OK, uh, do you have a number?
[AGENT][NEUTRAL] I have to search it.
[CUSTOMER][NEUTRAL] Or just the like do you have the numbers while it's located for the address?
[AGENT][NEUTRAL] My phone number or are what number are you looking for?
[CUSTOMER][NEUTRAL] No, the, the numbers on the card.
[AGENT][NEUTRAL] OK. Your policy number is 2584562.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have that one.
[AGENT][NEUTRAL] Your group number, OK, your group number is 70052.
[CUSTOMER][NEUTRAL] 70052
[AGENT][NEUTRAL] Yes, that's Oxford Global Resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your, um, they're gonna want the claims um mailing address and they're probably gonna want the payer ID number. Let me give you the payer ID number so they can file your claim electronically. That is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm gonna look and see if I have a copy of your card that I could just email to you. That might help too.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Especially since you're in the, you're already there.
[CUSTOMER][NEUTRAL] Yeah, my appointments now, so.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $250.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what they're going to need is where to submit the claims to and the claims are going to need to be submitted to IMA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] cell phones at all.
[AGENT][NEUTRAL] And that is, uh, the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And let me give
[AGENT][NEUTRAL] 21, yes ma'am, let me give you a different payer ID number. I see a different one on here it's 64.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] 645-56.
[CUSTOMER][NEUTRAL] 645-556
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm going to go over here real quick. It's gonna be just a second. Um, and I know you're at the doctor's office. I'm trying to hurry for you. Um, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm going to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] workers.
[AGENT][NEUTRAL] I'm getting your card now so that I could email it to you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Is the address on the card as well?
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] ceasefire in the [PII].
[CUSTOMER][NEUTRAL] For a phased approach starting with the release of dozens.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] More
[AGENT][NEUTRAL] It's gonna be just a minute.
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] Because the official say progress has been made but the details say this is the.
[AGENT][POSITIVE] OK, good. I've got it pulled up. I'm getting ready to send it by email to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] For and you lost file.
[AGENT][NEUTRAL] Just wanna let you know the process because I know it just when you're on the other line it just seems like it's just taking forever.
[CUSTOMER][NEUTRAL] Yeah, no worries. The only thing you still have to do is, is email me that?
[CUSTOMER][NEUTRAL] In
[AGENT][POSITIVE] Right, I can send it to you by email. I'm getting ready to send it to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then is it OK if I hang up?
[AGENT][POSITIVE] Yes, ma'am, that you can go ahead and hang up. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah bye.