AccountId: 011433970860
ContactId: d1c124ce-8a82-44ae-b5b7-1fa8a9c9df80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318980 ms
Total Talk Time (AGENT): 110767 ms
Total Talk Time (CUSTOMER): 105508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d1c124ce-8a82-44ae-b5b7-1fa8a9c9df80_20250625T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] I'm good. I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you. Um, I was curious if you could see if there was a claim pending for um an insured.
[AGENT][NEUTRAL] OK. Um, what's that policy number, please?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] If you don't have it, I can look it up by my name possibly one moment.
[CUSTOMER][NEUTRAL] Yeah, well, I'm looking online and I'm not seeing them on the laps.
[CUSTOMER][NEUTRAL] And the last name, the group number is 80053.
[AGENT][NEUTRAL] What's the last name of the patient?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, that was P like Papa, A like Alpha, Z like Zulu.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, is that [PII] or [PII]? OK, thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and what's the date of birth for [PII]?
[CUSTOMER][NEUTRAL] Um, I do not have that.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] They, they just sent, they sent an email and it was just like, hey, do you have everything um.
[CUSTOMER][NEUTRAL] Do you have everything you need to pro proceed with the information already provided and I'm just curious what's because they provided us a physician's report and I'm not seeing the person under um the group and I'm not quite sure what they're referring to so I wanted to see if they had a claim open and that's what they were providing us with or or what was going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said the group number was 80053?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me one moment. That was J O S E P H.
[AGENT][NEUTRAL] PAC.
[AGENT][NEUTRAL] OK let's try again one moment.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] 0053 are part of academy. OK, I'm sorry, talking to myself again 8005.
[CUSTOMER][POSITIVE] No, you're good. You're good. Don't worry about it.
[AGENT][NEUTRAL] Now when I pull up that group 80053 that comes up, what's the group name?
[CUSTOMER][NEUTRAL] Um, it is our Pride Academy DBA OA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when I pull.
[AGENT][NEUTRAL] Search by name.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, um, is he the policy holder, um, actually, you know?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][POSITIVE] OK, no problem, no problem. OK, so I pulled up a Joseph has um.
[AGENT][NEUTRAL] And this is, is this a meli 9? Do you know if it's a med 9 policies?
[CUSTOMER][NEUTRAL] No, I, I was just seeing, um, is there any way you could just see if there's someone that has a, um, like a Joseph pass as a like claim out there in general?
[AGENT][NEUTRAL] I was
[AGENT][POSITIVE] OK, now, um, I was able to pull up.
[AGENT][NEUTRAL] Pull up a policy for him but it was a different group number, a number of 2.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] 27148.
[AGENT][NEUTRAL] And I did not
[CUSTOMER][NEUTRAL] Yes. I think it might be a dependent because it says a [PII] male with Down syndrome at first.
[AGENT][NEUTRAL] OK, I do not show that we have any claims for this member, but it does not show this that the policy will be coming effective until [PII].
[CUSTOMER][POSITIVE] OK OK perfect well thank you for your help, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Thank you. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thanks for calling. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You too, bye.
[AGENT][POSITIVE] Thank you bye.