AccountId: 011433970860
ContactId: dad499c7-a6b6-4b4a-9c38-a742930413a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327010 ms
Total Talk Time (AGENT): 115427 ms
Total Talk Time (CUSTOMER): 148224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/dad499c7-a6b6-4b4a-9c38-a742930413a2_20250407T14:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was actually calling, um, I'm trying to fill out this claim form.
[CUSTOMER][NEUTRAL] And it's asking me for a an um APL policy number. This is not in relation to, like I'm kinda confused because.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I was able to get this form by requesting it through a third party I guess of you guys which is um.
[CUSTOMER][NEUTRAL] Uh, healthcare HCA.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not understanding where do I find this APL policy number? Is it the same as the account number on the um bill itself? I don't know where to find that number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, alright, um, do you have a copy of the card?
[CUSTOMER][NEUTRAL] OK, so is it
[CUSTOMER][NEUTRAL] Is it the insurance card? Like, um, see, I don't know where I got this form from. I don't know who, I don't know who it came from. I just know I remember trying to file, file a claim and they told me to download this form and fill it out and fax it back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, let me go ahead and get your name and your policy number.
[CUSTOMER][NEUTRAL] Is this the BWA? I'm not sure. Uh, my name is [PII].
[AGENT][NEUTRAL] Business workers, yes.
[CUSTOMER][NEUTRAL] OK, last name [PII].
[CUSTOMER][NEUTRAL] And I don't know if the name the the insurance had changed the name but my member ID number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe that's why I'm confused because none of these names are correlating with one another. Um, ID number.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, ID number.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] And Ms. [PII], can I get your, your phone number too real quick just in case our call is dropped I can call you back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, 832
[CUSTOMER][NEUTRAL] 348.
[CUSTOMER][NEUTRAL] 7871.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Uh, on your card it may say inpatient or outpatient cert number or member ID number.
[AGENT][POSITIVE] But I can look it up with your social if you want to give that to me, they'll pull it in for us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I found it. It's like, it's very, this is weird. OK, I'm in the email, um, and my member ID number, which is very small. I don't know why it's not highlighted, 683103.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 659.
[CUSTOMER][NEUTRAL] That's why I had a hard time cause I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Everything like the the contact information all that's highlighted but my member ID is like very fine print, so.
[AGENT][POSITIVE] Oh, I am so sorry about that. OK, so,
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, let me go ahead and get your social that way I can pull your policy in on my end because the number that you gave me is for the Business Workers of America. Can you give me your social real quick and I can pull in your policy number that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find you on this end.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is I'm going to go ahead and transfer you on over to Business Workers of America so that they can um help further answer the questions that you have about claims and your benefits um it's gonna be a brief hold I'm gonna get that number pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I'm gonna give it to you also.
[CUSTOMER][NEUTRAL] They're just asking for.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yeah, they're just asking for it, they're just asking for uh an APL number.
[CUSTOMER][NEGATIVE] And I don't know where to get that number from unless that's the number that they had given me up on registration.
[AGENT][NEUTRAL] Right, um.
[AGENT][NEUTRAL] Be able to help you with that APL number um with Business Workers of America it's just gonna be a brief hold while I transfer you over. Let me go ahead and give you that phone number in case the call is dropped during the transfer you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, just a moment. Hold on one second, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold so I can get you some help. Thank you so much for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.