AccountId: 011433970860
ContactId: f60d240d-34b8-4efe-a069-a94912d41ae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372720 ms
Total Talk Time (AGENT): 196840 ms
Total Talk Time (CUSTOMER): 103785 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f60d240d-34b8-4efe-a069-a94912d41ae0_20250417T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah [PII], I'm calling about my, uh, group. I wanted to see about they haven't gotten ID cards yet.
[AGENT][NEUTRAL] Alright, and what what's the group number? Do you have the group number?
[CUSTOMER][NEUTRAL] Yeah, 21574.
[AGENT][NEUTRAL] 2574 let me pull it up here just a second.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for LA Pharmaceuticals?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I loaded.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Looks like everything was processed and everything's good. Are you needing ID cards for everybody or just certain people or what were you needing? OK.
[CUSTOMER][NEUTRAL] Yeah, no, I mean she said nobody got any ID cards, yeah.
[AGENT][NEUTRAL] Nobody got you, so no ID cards are sent out. OK, well that is odd. Hold on just a second, let me see.
[CUSTOMER][NEUTRAL] The text her now alert.
[AGENT][NEUTRAL] OK, let me go see if they're out here on the.
[AGENT][NEUTRAL] I can get here on the website. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Where would they go to the office or?
[AGENT][NEUTRAL] Well, I mean, normally they mail them out individually to the customer and then um if they log on online or if you log on online too you should be able to download them so that's where I'm going right now just to make sure they're out there.
[CUSTOMER][NEUTRAL] To the home so you.
[CUSTOMER][NEUTRAL] Yeah, they are out there they are available.
[AGENT][NEUTRAL] Do you have customers that are stating that they haven't received an ID card?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, mhm, yeah, the HR lady said that nobody got any ID cards.
[AGENT][NEUTRAL] OK, OK, we will just put in a request to have those resent because I'm normally I mean it's automatic. Let's see, I'm just trying to see if they have it coded differently, but I don't think so.
[AGENT][NEUTRAL] No, we would have mailed we would mail those out, so let me um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me double check on the back end to see um if there was something that went wrong. I'll go ahead and request them and then what's a good contact number for you and I'll call back, call you back and confirm.
[CUSTOMER][NEUTRAL] The area code [PII].
[AGENT][NEUTRAL] OK, let me get with our billing and all of them, and I'll give you a call back here in just a little bit and let you know if there was something wrong or if they were sent and we just need to resend we're gonna resend them regardless, but let me just find out what happened and I'll call you back, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, talk to you soon.
[CUSTOMER][NEUTRAL] OK, can I ask you another question?
[AGENT][POSITIVE] Yeah, sure, absolutely.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I claims because I've been helping him out with some claims here um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I I to submit them, let's say for example, like [PII]'s, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says processed, but I mean, what does that mean like, like a check went out, like, it doesn't really give me any other.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it won't give you the detail it won't give you the details because the EOB goes to the customer but pro process can mean process can mean that it was paid. It can mean that um we requested additional information, but I can get someone from claims on the line if you want to um we can find out, you know, what was what was done if you did you submit the claim on their behalf?
[CUSTOMER][NEUTRAL] Details, you know.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] It's so funny.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah. Mhm. Yup.
[AGENT][NEUTRAL] OK, if you submitted the claim on behalf, we can send you a copy of the EOB. What was the insured's name?
[CUSTOMER][NEUTRAL] Male, [PII]
[AGENT][NEUTRAL] There she is [PII]. Was it under her disability or the meddling?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Meddling.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Do you mind holding on and I'll check on that real quick.
[CUSTOMER][NEUTRAL] I, yeah, but I don't do that. Sure, sure, sure, sure.
[AGENT][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] after that like feel weird.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. Can I give you a policy number? I've got a broker on my other line. He's calling on this Medlink policy. Um, they submit the broker submitted on behalf of the patient, and he shows it's been processed, but I told him he can't see the end result, so I was trying to get the status on it. Can you give, can I give you the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, absolutely, go ahead, [PII].
[AGENT][NEUTRAL] OK, it is 26066887 for [PII] that's how you say her name.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] OK, and then who are we talking to on the line?
[AGENT][NEUTRAL] Um, it is, give me a second, [PII]. He's the account, um, the agent on record for this group.
[CUSTOMER][NEUTRAL] OK and then did we get a call back or anything?
[AGENT][NEUTRAL] I have a callback number for him. It's [PII].
[CUSTOMER][POSITIVE] Alright awesome you can go ahead and send him over [PII].
[AGENT][NEUTRAL] OK, I'll pull him on the line. Give me just a second.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Hi, um, [PII], I've got one of our customer care people on the phone that's gonna help you with that that claim status and let you know what's going on with it. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know how the.
[CUSTOMER][POSITIVE] Uh, no, no, just give me a call back when you know about the ID cards. That was it, yeah, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will. OK, OK, no problem you have a great day thank you. I'll talk to you soon bye bye.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right you too.