AccountId: 011433970860
ContactId: fc9f1d0c-8bda-4547-b40e-d1446a638972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 623219 ms
Total Talk Time (AGENT): 248358 ms
Total Talk Time (CUSTOMER): 175124 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/fc9f1d0c-8bda-4547-b40e-d1446a638972_20250414T20:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I sent some claims in. I just wanted to check on those.
[AGENT][POSITIVE] Sure, I'll be more than happy to assist you with your claims. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] My ID number is 662-84778777.
[AGENT][NEUTRAL] Is that your social?
[CUSTOMER][NEUTRAL] That's my member ID.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you have your APL card with you?
[CUSTOMER][NEUTRAL] I have the a copy of my Medicare or my I'm sorry I didn't even mean Medicare um of my insurance card.
[CUSTOMER][NEUTRAL] It's copies of them that I got, you know, offline they sent to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The reason I'm asking is because that
[CUSTOMER][NEUTRAL] I have a group.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I have a group ID number and a member ID number.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] F E
[CUSTOMER][NEUTRAL] 202306
[AGENT][NEUTRAL] OK, wait a minute. Alright, so,
[AGENT][NEUTRAL] What's the, who's your employer? Did you sign up with Business Workers of America?
[CUSTOMER][NEUTRAL] I just did it online.
[CUSTOMER][NEUTRAL] Over the phone with someone.
[AGENT][NEUTRAL] OK, yeah, that's Busine Workers of America and their policies start with the 6. OK, that makes sense.
[AGENT][NEUTRAL] The only reason I'm asking these questions is because our policy numbers start with like a 01 or 02, and then that, that um the group number we ours are all numeric, but it sounds like you signed up through Business Workers of America who processes, they can process their own claims. So let me check with Business Workers of America and first I'm going to see if they have anything for you and then I'll be clear then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], can you spell your last name for me again just in case they ask me?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you mind if I place you on just a brief hold while I call on the other line?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me make sure. That's what that number is. That's um.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's just try.
[AGENT][NEUTRAL] So we don't have to go through.
[AGENT][NEUTRAL] BWA.
[AGENT][POSITIVE] That will really help.
[AGENT][NEUTRAL] 18 0 wait, no, that's not a M C I N [PII] OK, that's right.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] This is probably 77, here we go.
[AGENT][NEUTRAL] Yeah, you go girl. 253-7017, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I just wanted to I'm on hold on the other line, but I wanted you to know that I did find a policy here for you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a different policy number. Can do you mind, can you verify your date of birth and your mailing address on file?
[AGENT][NEUTRAL] And I can give you that.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] And it's probably [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and then your email address.
[CUSTOMER][NEUTRAL] Is [PII], so it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your APL policy number?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It's 253.
[AGENT][NEUTRAL] 7017.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] 253-707
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now, I'm still going to reach out to Business workers of America because I don't see any claims here.
[AGENT][NEUTRAL] Um, I'm gonna check with them and see if they have them on their side, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so hold on one.
[CUSTOMER][NEUTRAL] And that that you gave me was my that last number that you gave me is my policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so when you call APL, give us that number. Yes, and it'll bring your policy right up.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, and I'm going to click on the other line. Um, I'm just gonna place you on another brief hold, OK?
[CUSTOMER][POSITIVE] OK, you're good.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4. For provider support, press 5. Thank you.
[CUSTOMER][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with APL. How are you?
[CUSTOMER][POSITIVE] I'm doing great. How can I assist you today?
[AGENT][NEUTRAL] I have a member on the other line that says that they have some claims that they sent in, but we don't have them here on our end. Can you check on yours?
[CUSTOMER][NEUTRAL] Yeah, what's the member number?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] 662
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] 847-87777.
[CUSTOMER][NEUTRAL] OK, it's gonna be 682 by the way.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I know that the other 6 looks like an 8 sometimes or the other the 8 looks like a 6 sometimes. What's the date of birth?
[AGENT][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] She is, but she's firstly still active with you so she.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not showing any claims on our end.
[AGENT][POSITIVE] OK dokey thank you.
[CUSTOMER][NEUTRAL] It could be she she's probably submitted them to the actual claims information on the back of the card is what it could be.
[AGENT][NEUTRAL] And what does that go to? Does that go to APL or y'all?
[CUSTOMER][NEUTRAL] No, it's a whole different, no, it's a different claims address um I would just, is she on the line?
[AGENT][NEUTRAL] Oh, I see what you're saying. Yeah, she's on the line.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if you wanna just transfer over to me and I'll take over the call, that's fine.
[AGENT][NEUTRAL] OK, um, hold on one moment.
[CUSTOMER][NEUTRAL] so I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thanks for holding. So I have um a representative from Business Workers of America on the other line and she's asking me to transfer you over, um, but before I do that, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No baby, that was it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and she's gonna help you with the rest of the claim, OK?
[CUSTOMER][POSITIVE] Thank you, honey.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And um this is Workers of America, I'm sorry, I I didn't write your name down. Can you say your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, no, not you, the representative. Sorry, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII], this is um [PII] and [PII], um, I have [PII] from Business Workers of America on the line to assist you, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, hi Miss [PII].