AccountId: 011433970860
ContactId: d6ff903e-d5e4-4f36-807b-ac2e1196f3db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187649 ms
Total Talk Time (AGENT): 49223 ms
Total Talk Time (CUSTOMER): 90767 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d6ff903e-d5e4-4f36-807b-ac2e1196f3db_20250217T13:20_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII]. It's [PII]. How are you?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][POSITIVE] Well, I'm all right and then I got one of the extra calls right out of the gate.
[CUSTOMER][NEUTRAL] So it's on, just let me know when you're ready for the policy number, [PII].
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 2,492,690 [PII].
[CUSTOMER][NEUTRAL] I have a provider's office on the line. Her name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's calling on claim 3554549.
[CUSTOMER][NEUTRAL] I read her the remarks pertaining to the provider, so she knows that we sent the benefits to the insurer. Of course, I didn't tell her how much, but it states in this remark that a letter has been mailed to the provider with instructions resolving the discrepancy on the tax ID number.
[CUSTOMER][NEUTRAL] There's no lettering on base.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because she was asking because she can't sign into the portal obviously since the the tax ID is a problem.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah. Mm, let me see if I can.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I know they're using a new letter writing system, but I don't, let me see, let me see if I can find anything. Hold on, see.
[CUSTOMER][NEUTRAL] But I don't see a letter. Yeah, I don't see a letter.
[CUSTOMER][NEUTRAL] Because she was asking if we could email the letter or fax the letter rather I believe she said fax Dina uh not enough coffee and too early I think she has 4 to be faxed, but.
[AGENT][NEUTRAL] OK. Let me
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] So they can know exactly what needs to be done, but.
[AGENT][POSITIVE] Yeah, we can definitely fax it to her. I just got to find out where it's it.
[CUSTOMER][NEUTRAL] Yeah, cause I couldn't locate it.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I don't see it, but I can research and and make sure we get it sent to her if you just get her fax number.
[CUSTOMER][NEUTRAL] OK, all right. Do you want me to just put it in the note or send a hub ticket?
[AGENT][NEUTRAL] Uh, you can put it in a note and I, and I'll research it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, no, go ahead and send a hub ticket, but I'll still research it though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll research it.
[CUSTOMER][POSITIVE] OK. All right, I will get that fax number and let her know that we're gonna do that. OK. Thank you. All right. Bye, [PII].
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] Bye.