AccountId: 011433970860
ContactId: dd779220-accf-416a-9b0c-9ae1515c2178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257970 ms
Total Talk Time (AGENT): 81798 ms
Total Talk Time (CUSTOMER): 65524 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/dd779220-accf-416a-9b0c-9ae1515c2178_20250217T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, how you doing? Um, I'm a customer and I received a bill from my medical and it says that my insurance didn't pay anything and I'm trying to call to verify my insurance with you all.
[AGENT][POSITIVE] OK, yeah, let's definitely take a look. Do you have a policy number? What do you have?
[CUSTOMER][NEUTRAL] Yes, I have a let's see where it would be at on this call, um.
[CUSTOMER][NEUTRAL] Yeah, I got a member number, that's the same thing.
[AGENT][NEUTRAL] Um, does it start with a D like in David?
[AGENT][NEUTRAL] Or does it start numerical?
[CUSTOMER][NEUTRAL] Mm nope.
[CUSTOMER][NEUTRAL] Numerical.
[AGENT][NEUTRAL] OK, yeah, give me that let's see if that'll come up.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 138887.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can verify your first, last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and then what is the address we should have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And on the information that you received.
[AGENT][NEUTRAL] Do you have like a claim number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a like it.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I do not have a plan though. I see a account number, but that's probably for them.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Does it say the date of service that you were seen on?
[CUSTOMER][NEUTRAL] Yes, it got that on it, um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right [PII] thank you so much so it looks like claims are actually managed with this product um claim questions go through web TPA at a different number for this so I can transfer you over to them. Do you wanna write down the number just in case?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] So for claims, OK, so for claims questions you would contact [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll transfer you over to them now just keep that data service handy because they're probably gonna need that to look for the denied claim, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, you're welcome one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome at TPA.