AccountId: 011433970860
ContactId: cd4a21b7-aef8-415f-b217-3ba34d70c96b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492369 ms
Total Talk Time (AGENT): 194810 ms
Total Talk Time (CUSTOMER): 158450 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cd4a21b7-aef8-415f-b217-3ba34d70c96b_20250620T16:40_UTC.wav
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[AGENT][NEUTRAL] Call APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I'm here, [PII]. I said thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh, I'm trying to verify if I a member is covered under this insurance.
[AGENT][NEUTRAL] Sure, can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] The policy number is D404-08929.
[AGENT][NEUTRAL] So they didn't pull up a policy. Do you have that member's social?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh sorry, hold on a second. OK, uh, her social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, the policy number that I have is 2277906.
[AGENT][NEUTRAL] I'm not sure what a D.
[AGENT][NEUTRAL] Policy number came from?
[CUSTOMER][NEUTRAL] What was that? 22?
[AGENT][NEUTRAL] 77906. Do you have a a copy of her card?
[AGENT][NEUTRAL] 22779. And what does it say on the card?
[CUSTOMER][NEUTRAL] I do have a card.
[CUSTOMER][NEUTRAL] Well, there's like a medical ID number and then there's a policy certification number.
[AGENT][NEUTRAL] Yeah, that's the number, is it [PII]?
[CUSTOMER][NEUTRAL] No, it's not, it's 02669587. I don't know if this is an old card or.
[AGENT][NEUTRAL] Hold on, let me see, give me that number one more time.
[CUSTOMER][NEUTRAL] The number on her card says.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's a certain number on the card.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the name on the card?
[CUSTOMER][NEUTRAL] [PII] the husband?
[AGENT][NEUTRAL] See that's not.
[AGENT][NEUTRAL] You said 02569586, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02569587
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So [PII] employee and spouse.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submit claims to transfer.
[AGENT][NEUTRAL] Give me um [PII]'s date of birth one more time.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] She must have had this policy before.
[AGENT][NEUTRAL] Thank you. So this is for medical, correct?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's the correct number.
[CUSTOMER][NEGATIVE] Unless they gave me the wrong card.
[AGENT][NEUTRAL] that's what I'm trying to verify to make sure because.
[CUSTOMER][NEUTRAL] My sister is just like.
[AGENT][NEUTRAL] She is.
[AGENT][NEUTRAL] She has 2 policies in the system.
[AGENT][NEUTRAL] And both of them are terminated, but the one that you're calling about is actually on the card with the spouse as the policyholder, it terminated.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] and she has no active policy here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And can I have your callback number again?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what were you about to ask me, [PII]?
[AGENT][NEUTRAL] If I probably change your name, did I change your name?
[CUSTOMER][NEUTRAL] I well, I, you're fine.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I sent it to this her clients are before that data service, but I had the wrong ID number on there. I have that, uh, medical ID number not the policy certification number.
[AGENT][NEUTRAL] OK, so that the number is, no, I can check now I could check the status of the claim for you. Give me one moment.
[CUSTOMER][NEUTRAL] So I probably need to rebuild.
[CUSTOMER][NEUTRAL] OK, we'll see if you received them, yeah.
[AGENT][NEUTRAL] What's your date of service?
[CUSTOMER][NEUTRAL] The first one is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK so let me see.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I will be in touch.
[AGENT][NEUTRAL] Not showing one for [PII], so let me check this other policy as well.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK, sure, um, and then
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing a claim on the policy for [PII].
[CUSTOMER][NEUTRAL] OK, so, so I use what policy number should I.
[AGENT][NEUTRAL] She has, it looks like she has two policies.
[AGENT][NEUTRAL] So the first policy that you gave the actual policy number to, it was active from.
[AGENT][NEUTRAL] [PII] until [PII] and that policy number is 2569587.
[CUSTOMER][POSITIVE] Alright, yes, not a problem.
[CUSTOMER][NEUTRAL] to you
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I should bill under that one I guess.
[AGENT][NEUTRAL] And then she has another policy here in the system and I just was checking to make sure that they didn't process the claim on that one.
[AGENT][NEUTRAL] It's the meddling claim and this one is a, the policy number is 22779006. That policy became effective [PII]. What?
[CUSTOMER][NEUTRAL] Like what
[AGENT][NEUTRAL] I don't know. Maybe they made a mistake or something on this policy. It had to.
[CUSTOMER][NEUTRAL] This is
[AGENT][NEUTRAL] It has the same effective date and term date, so I guess the one that you should have submitted the claim under is 2569587. So do you have the the information to submit that claim like the mailing address and the payer ID?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Yes, that's correct. And the payer ID is 64556.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And pay
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ours isn't isn't set up for electronic with this one for some reason but.
[AGENT][NEGATIVE] That's confusion.
[CUSTOMER][NEUTRAL] OK, alright, I'll try sending them again under that number.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Let's see what happens.
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] Alrighty well thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye.