AccountId: 011433970860
ContactId: e59c33e5-ec8c-44ba-b464-4ea2abb5406c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851559 ms
Total Talk Time (AGENT): 333179 ms
Total Talk Time (CUSTOMER): 306904 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e59c33e5-ec8c-44ba-b464-4ea2abb5406c_20241230T14:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII], the human resources manager for.
[CUSTOMER][NEUTRAL] All American shutters and glass. So I'm brand new and we have an employee that just uh was admitted to the hospital and he's gonna need to file a claim and I'm not exactly sure how.
[AGENT][NEUTRAL] OK, what's the group number, [PII]?
[CUSTOMER][NEGATIVE] Um, I just had it open here and I have no idea how to deal with it sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Here we go, group number 26071.
[AGENT][NEUTRAL] OK. Can I get a good phone number for you?
[CUSTOMER][NEUTRAL] I was just making the um sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you, let me pull up the group.
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said that this is for inpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how to submit the claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like I'm sure we can do it online, but he's gonna need probably an ID number. He doesn't know for the card and all that, you know how people are.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] I bet you do.
[AGENT][NEUTRAL] So when I pull up that group group number it says uh [PII] built LLC and then DBA all American shutters, OK.
[CUSTOMER][NEUTRAL] Yes, yes, we, correct, yes, CBA, sorry, I'll have to learn that too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], you said that this that you are the new group admin?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Who was it previously?
[CUSTOMER][NEUTRAL] I'm thinking it was [PII].
[AGENT][NEUTRAL] I'm showing a different name.
[CUSTOMER][NEUTRAL] Unless they're crazy and and do they have that name?
[AGENT][NEUTRAL] No, it's a different person that I show listed.
[CUSTOMER][NEUTRAL] Do you have it as [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Really? Maybe [PII]?
[AGENT][NEUTRAL] Uh shows [PII] signs, [PII]
[CUSTOMER][NEUTRAL] [PII], oh, [PII]. [PII]'s my boss. I'm sorry, we've been through so many people and she's the CFO.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] is still there?
[CUSTOMER][NEUTRAL] He's still here.
[AGENT][NEUTRAL] OK, what's your email address [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] Sure. It's, sorry, let me pick up the phone. It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I don't show you as one of the admins and so [PII], if [PII] can send us an email to get you added um to as a group admin that way when you call we'll see you in the system.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Sure, sure. What's your, what's the email address you need to send to?
[AGENT][NEUTRAL] Send it to [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, wait, wait, at what?
[AGENT][NEUTRAL] [PII], so that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Got it. That's got it. OK. [PII] [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] Great, OK, and then, um, but for now what do I tell the guy?
[AGENT][NEUTRAL] And so just just to submit a claim we would need he would need to complete the ATL claim form.
[AGENT][NEUTRAL] And then, um, if he submitting the claim himself or will the hospital be submitting the claim on his behalf?
[CUSTOMER][NEUTRAL] I don't know. I, I mean, I got a text message.
[AGENT][NEUTRAL] Yeah, if the hospital is gonna submit it, he doesn't have to do anything.
[CUSTOMER][NEUTRAL] Oh, OK, all right, but um what about his ID number? Doesn't he have to give them something?
[AGENT][NEUTRAL] Yes, give me the patient's name.
[CUSTOMER][NEUTRAL] Sure. It's [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I have the policy number and then it has he not received an identification card?
[CUSTOMER][NEUTRAL] I have no idea he's a sales guy, doesn't know.
[AGENT][NEUTRAL] OK, so I'll give you his policy.
[CUSTOMER][NEUTRAL] If he did, all he, all he remembers is that he has money coming.
[CUSTOMER][NEUTRAL] And the thing is, is that the company pays for it. Yeah, we pay for it on behalf, so he's like all like.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So what we can do, I can give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it, it is 240.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 872 5.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have an email address for [PII]? We can email him a copy of his card as well.
[CUSTOMER][POSITIVE] Oh, that would be great. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because he does, he does everything from his phone. So let me just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready? It's so it's his first initial [PII] and then his last name [PII] and then again [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's what we show so we can get a card email to that address and I'll do that right now.
[CUSTOMER][POSITIVE] Fantastic. And then I'll tell him he can um get, see if the hospital will file the claim for him.
[AGENT][NEUTRAL] Yes, and that way he doesn't have to do anything and he would present the ID card, uh, whenever he, you know, goes to the, to the hospital.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much. It's been a pleasure. Oh wait, one thing, the, um, my bill is missing. Can you help me with that too?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Sure, let me get this emailed real quick that way he'll have it.
[CUSTOMER][POSITIVE] Oh my gosh, wow, fantastic.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I just sent him a copy of his card and are you saying that you did not receive your invoice?
[CUSTOMER][NEUTRAL] It's not out there, yeah, now, you know, I've worked in places where some insurances, some um coverages run like a month behind instead of an advance. don't aren't we paying for this in advance so like for instance, for our coverage for the month of January, shouldn't we pay it by [PII]? Isn't it due [PII]?
[AGENT][NEUTRAL] Yes, let me see.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the latest invoice I show is the December invoice. I don't show that the January is prepared yet, um.
[CUSTOMER][NEUTRAL] But do you know why? I mean, it's [PII] in 2 days.
[AGENT][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] Maybe that's something to do with year end.
[AGENT][POSITIVE] Yes, yes, because I on my end I don't see that it has been prepared so you're good.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK. Well.
[CUSTOMER][NEUTRAL] Barely they know it's not there, so we can't pay.
[AGENT][NEUTRAL] Yeah, yeah, yeah, give me one second, let me look at something else.
[AGENT][NEUTRAL] OK, so your group receives the paper invoice versus electronic.
[CUSTOMER][NEUTRAL] Oh, is that what it is? No, no, we're supposed to get it. We're supposed to get it online. The um controller is able to access online. Well, she goes online.
[AGENT][NEUTRAL] Electronic.
[AGENT][NEUTRAL] OK, I'm showing.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And what I can do here.
[AGENT][NEUTRAL] Let's see, give me 1 2nd.
[AGENT][NEUTRAL] Yeah, so I'm showing that uh paper invoice is sent. Let me get you connected to billing we need to get that updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I still, I still don't believe it's been prepared yet but at least I can get this changed to electronic.
[CUSTOMER][POSITIVE] OK, sounds good. Well, you've been amazing.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are so welcome.
[AGENT][POSITIVE] And let's see, let, let you too, and if no other questions for me, [PII], have a happy [PII], OK?
[CUSTOMER][POSITIVE] Thanks so much. I I had.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In one moment.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Play center.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. Um, I have [PII], she is the HR rep for group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 26071.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's the new group at man so uh [PII] is sending us over an email to get her.
[AGENT][NEUTRAL] Add it.
[CUSTOMER][NEUTRAL] Who's [PII]?
[AGENT][NEUTRAL] Or is it [PII]? It starts with a [PII] Give me a second. Let me go back.
[CUSTOMER][NEUTRAL] The person that we have on file is [PII].
[AGENT][NEUTRAL] It's [PII]. [PII] is sending over an email to get her added.
[CUSTOMER][NEUTRAL] OK. And who's on the phone?
[AGENT][NEUTRAL] [PII] signs. Uh, her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's their new HR person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so anyway she was asking about the January invoice which I don't show has been prepared yet but she also said that they should be receiving it electronically and on EMPL I'm showing it's I guess that would be for paper.
[CUSTOMER][NEUTRAL] The group, yeah, the group still receives their invoices in the mail.
[AGENT][NEUTRAL] OK, she's wanting them, well, whenever we get the email and I can have her just put that in the email. Can that be changed to an E? I know.
[CUSTOMER][NEUTRAL] Yeah, that needs to be in writing. It just needs to um say that they don't wanna receive paper bills.
[AGENT][MIXED] OK, but they do want electronic.
[CUSTOMER][NEUTRAL] Yeah, once it's off of paper bills they'll have to, I mean, sign up for the online service center that's the only elect quote unquote electronic way that they get it.
[AGENT][NEUTRAL] I got that, but I'm talking about the coding that's on EMPL. Will that change to an S? Who changes? OK, when you get that.
[CUSTOMER][NEUTRAL] Yes, once, yeah, it'll, once we, once we receive the email to update the contact information, [PII] just also needs to put in there that they um they don't wanna receive paper invoices anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. All right, got it. All right, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Oh sorry, I gotta get this. I'll be that. I wanna hear more. hello.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII]. So when [PII] sends us over the email to get you added um.
[CUSTOMER][NEUTRAL] That's when they can talk to me?
[AGENT][NEUTRAL] Well, that too, but also have her indicate that we do show you recei the group receiving paper. just have her also add in the body of the email that you would like to receive it electronically and we can get that changed in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And yes, once we get that email then we'll put you as an admin and we will be able to speak with you.
[CUSTOMER][POSITIVE] OK, great. Well, thanks a lot, [PII]. You were the best.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling ATL.
[CUSTOMER][POSITIVE] Have a happy New Year. Bye bye.