AccountId: 011433970860
ContactId: daf9cb19-b1b8-4fd6-94de-9c96f7f69c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257529 ms
Total Talk Time (AGENT): 79291 ms
Total Talk Time (CUSTOMER): 90801 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/daf9cb19-b1b8-4fd6-94de-9c96f7f69c46_20250219T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], this is [PII] calling from Mount Carmel. I'm calling to check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], may I have a good contact number and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, contact number is gonna be [PII].
[CUSTOMER][NEUTRAL] And the policy number is gonna be the letter D47663605.
[AGENT][NEUTRAL] Thank you for that. And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On the card, do you see anywhere that says inhospital or outpatient policy certification number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK, let me see this coverage is subject to plan provisions and limitations.
[CUSTOMER][NEUTRAL] Um, that's
[CUSTOMER][NEUTRAL] Vision multi care.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And on the back you know have the you know this is the [PII] number here um for the customer service.
[AGENT][NEUTRAL] They should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Uh, I do not see the ads.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It's gonna be 9476.
[AGENT][NEUTRAL] Hmm. So basically that the number is for 90 degree benefits. That's a different company than APL, so we can't use that number. Um, do you see APL to the top left corner of the card?
[CUSTOMER][NEUTRAL] Uh, oh, no, no, no, oh it says multi-plan right here.
[AGENT][NEUTRAL] I can search with the members um social if you want me to try to see if there's anything here just to make sure.
[CUSTOMER][NEUTRAL] Uh, yeah, if you don't mind, let me, uh, pull her pull her demographic real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I might have to call, you know, call back in on this [PII] and press option one.
[CUSTOMER][NEUTRAL] Um, OK, her social is gonna be [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] Uh first name is uh [PII], and last name is [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Nothing came up with the social, but sometimes they come over without the social. So hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not showing a policy. Did you call the [PII] number or [PII]?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, so you were redirected to us. Um, there's a prompt on there that will redirect you no matter who it is to us. Um, so just give that number a call and press 0 for customer service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Press 0. OK, perfect.
[CUSTOMER][POSITIVE] Alrighty well I do appreciate it, Miss [PII]. I hope you have a good rest of your day.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.