AccountId: 011433970860
ContactId: ed8a4e30-c3b7-4072-93e2-04135c564302
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243320 ms
Total Talk Time (AGENT): 59103 ms
Total Talk Time (CUSTOMER): 140771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ed8a4e30-c3b7-4072-93e2-04135c564302_20250502T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is uh [PII]. Um, I got a bill from uh Pueblo Community Health Center. Um, they're kind of goofy people and, uh,
[CUSTOMER][NEGATIVE] They don't make claims against my insurance for some reason.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah we, yeah, yeah, they didn't make a claim this last one for Doctor [PII]. Why? I have no idea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have a date of [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is the provider
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you look that one up to see if.
[AGENT][POSITIVE] Yeah, I can definitely look.
[CUSTOMER][NEUTRAL] They made a claim on that date.
[AGENT][POSITIVE] Yeah, absolutely. What's your policy number?
[CUSTOMER][NEUTRAL] I got, I got a whole bunch of.
[CUSTOMER][NEUTRAL] Uh, policy number that'd be on my car.
[CUSTOMER][NEUTRAL] I thought, I thought my caller ID you got caller ID would bring up everything, but.
[AGENT][NEGATIVE] Yeah, no, unfortunately it doesn't.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But that's fine. I'm looking for the card right now.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] That have sworn the lady last time told me, yeah, they didn't even make a claim. I said, I haven't even gave you my number.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right. Maybe it's just me. All right, uh, group number?
[AGENT][NEUTRAL] Mm, it should be a certificate number, member number.
[CUSTOMER][NEUTRAL] Member number.
[AGENT][NEUTRAL] Or certificate.
[CUSTOMER][NEUTRAL] Member benefit.
[CUSTOMER][NEUTRAL] Member number.
[CUSTOMER][NEUTRAL] I'm looking at the card member number member number member member member member is it on the front of the card or back of the card?
[CUSTOMER][NEUTRAL] A group affiliate number.
[AGENT][NEUTRAL] Usually it's
[CUSTOMER][NEUTRAL] There it is 02310662 too many numbers.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Thank you, [PII], and then let me just verify for security please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything else you need on the card?
[AGENT][POSITIVE] No, I think we're good on that. So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like your claims go through web TPA.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This happens. Oh, I, I, I have no idea how this insurance works. I.
[CUSTOMER][NEUTRAL] No wonder they don't make a claim. Alright, OK, let me get a piece of paper. I thought this was the right number. I think I changed everything in my phone again just now and thought I had the right number. What is the right number?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] If you want, I can.
[AGENT][NEUTRAL] Um, the phone number for them is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And that's for claims to check to see if uh uh if my if the provider has made a claim, correct?
[AGENT][NEUTRAL] Yeah, claims questions on this policy, correct, yep, go to web TPA and if you'd like.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And, and then
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And the number was [PII].
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][POSITIVE] Alrighty hey I appreciate your time thank you.
[AGENT][POSITIVE] You're, you're welcome.
[CUSTOMER][NEUTRAL] Bye.