AccountId: 011433970860
ContactId: ed7a325b-a566-4f1f-869e-d2934ee03cb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555400 ms
Total Talk Time (AGENT): 149217 ms
Total Talk Time (CUSTOMER): 107070 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ed7a325b-a566-4f1f-869e-d2934ee03cb5_20250527T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I currently have insurance, uh, with, um, with your company, and I had cataract surgery earlier this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And which was required, um, and I, um,
[CUSTOMER][NEUTRAL] Had submitted things to get reimbursed, but I think there's been some confusion around the cost and the whole situation and maybe I'm not even submitting the paperwork correctly um and so I'm wondering if you can help me here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look into that for you. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] My last name is [PII] My phone number is [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One sec, um.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] If you need me to, I can also look it up by your social.
[CUSTOMER][NEUTRAL] OK, uh, it's [PII].
[AGENT][NEUTRAL] Give me, give me just one second.
[AGENT][NEUTRAL] I'm so sorry, give me one second. OK, what is it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 468132602
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just a moment while I look it up.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Our system is a little slow today, so give me just a moment while it pulls up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize. It's taken just a little bit of time to search for that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still waiting. I'm sorry. It's taking a while.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK, I am not seeing it.
[AGENT][NEUTRAL] OK, so spell your last name for me one more time.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't pull anything up with that social.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I mean I guess I have PHCS limited benefit plan.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I can give you the member number.
[AGENT][NEUTRAL] Um, well, you would, you would still have a policy with us. I should be able to see that.
[CUSTOMER][NEUTRAL] Do you want me to give you the member number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you said this is for vision, correct?
[AGENT][NEUTRAL] Is that who you filed it for?
[CUSTOMER][NEUTRAL] It's for cataract surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, uh, it's cataract surgery that uh goes through my medical insurance.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure. I would still be able to pull that up.
[AGENT][NEUTRAL] Um, give me just a second.
[AGENT][NEUTRAL] Do you see anything that says group number?
[CUSTOMER][NEUTRAL] Uh, I see group ID. I see member number.
[AGENT][NEUTRAL] OK, what's the group ID?
[CUSTOMER][NEUTRAL] BWA
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do apologize while my system is going so slow. So give me just a moment, but
[AGENT][NEUTRAL] I'm still pulling it up by your last name.
[AGENT][NEUTRAL] Let me see if I can look it up by your group number and see if that helps. If you're with BWA you might sometimes those don't, those don't pull up in our system properly and you'll need to contact BWA but let me see if I can track you down first. It's just our system was going really slow so you could be in here.
[AGENT][NEUTRAL] It's just taking a while for me to find you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just wonder if that's part of the reason that this in like the reimbursement process is not.
[CUSTOMER][POSITIVE] Very smooth.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] And it could be.
[AGENT][NEUTRAL] But I'm trying to see if I can pull it up to see if that's why because I'd hate to transfer you over to them and then that not be the reason.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But if I can't find you through your last name or your social, then that would be who you would have to contact, but give me a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not pulling I'm not able to pull you up um you'll need to contact their member services um and I can give you that number whenever you're ready.
[CUSTOMER][NEUTRAL] Sure, what is it?
[AGENT][NEUTRAL] 1877
[AGENT][NEUTRAL] 247.
[AGENT][NEUTRAL] 886 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah tell them that we weren't able to find you in our system, um, and they should be able to look you up from there.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, thank you so much for calling ATL.