AccountId: 011433970860
ContactId: ff55d3ab-3cfa-448f-b202-e0663fcf73f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 755619 ms
Total Talk Time (AGENT): 256129 ms
Total Talk Time (CUSTOMER): 324933 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ff55d3ab-3cfa-448f-b202-e0663fcf73f7_20250519T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes I need to move on how to file a claim.
[AGENT][NEUTRAL] OK. Do you have your uh policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, and look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, it's um [PII]
[AGENT][NEUTRAL] OK, and was that [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Uh, hold on one moment.
[AGENT][NEUTRAL] OK, that was [PII] O [PII]?
[CUSTOMER][NEUTRAL] T as in Tom. O as in Oscar. U as in Umbrella. C as in Cat. H as in [PII]. E as in Elephant. T as in [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said [PII], is that right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me one moment and what type of claim are you wanting to file?
[CUSTOMER][NEUTRAL] Um, accident.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And um what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And could you verify your address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then lastly, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, do you, do you need a form or did you just have questions about how to file it or how can I help today?
[CUSTOMER][NEUTRAL] No, I need whatever I've never used this company before.
[CUSTOMER][NEGATIVE] So I have no idea what we have to do and my husband's work just told me that I needed to call this number. I don't have a um account number, nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is uh [PII] available?
[AGENT][NEGATIVE] I can't release information.
[CUSTOMER][NEUTRAL] No, he's at work.
[AGENT][NEUTRAL] OK. I, the most that I.
[CUSTOMER][NEUTRAL] Wait a minute, hold on, hold on, hold on. You, so you're telling me it's our policy, it's both his and ours.
[CUSTOMER][NEUTRAL] And you can't release the information, what?
[AGENT][NEUTRAL] You see.
[AGENT][NEUTRAL] He's the insured so I can only release, I mean I can send you a claim form.
[AGENT][NEUTRAL] Um, I could do that. I, I could certainly share with you what's covered under the policy. I just, I can't share with you the policy number.
[AGENT][NEUTRAL] Are you able to get him on the
[CUSTOMER][NEUTRAL] Well that's kind of crazy because first off if I go and I give, I need it for myself because I'm on this policy also then how am I supposed to get the account number if they don't have it at work?
[CUSTOMER][NEUTRAL] They told us we had to call.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's like having my insurance account number my.
[CUSTOMER][NEUTRAL] My, uh, it's under me too.
[AGENT][NEUTRAL] I are
[CUSTOMER][NEUTRAL] I mean he's paying for both of us.
[AGENT][NEUTRAL] Right, I understand. I just, like I said, it's, it's just out of security reasons.
[CUSTOMER][NEUTRAL] I've never heard of such a thing.
[CUSTOMER][NEUTRAL] Well, security reasons for what? If it's my accident, then I need to claim it, so I need all the information that I need to claim.
[AGENT][NEUTRAL] Do you want
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I mean we've had so many other insurance policies and I've never had this happen y'all are the first ones because first off we need the account number so that we can put it down on the information to be able to turn the form in.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Are you able to get
[CUSTOMER][NEUTRAL] OK, so if I call.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Am I able to what?
[AGENT][NEUTRAL] Are you able to get him on a three-way call? Is that possible?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, no, ma'am, he's at work.
[AGENT][NEUTRAL] OK, um, we are open [PII] Central Standard Time to [PII] Central Standard. Is it possible to call sometime within that time frame with them?
[CUSTOMER][NEGATIVE] OK, this is our, OK, can I ask you how stupid this sounds that y'all are not gonna give out the number I am calling for an accident policy that we have to be able to file a claim.
[CUSTOMER][NEUTRAL] So I I need the account number. So if I call to get it for me, what are you saying? Oh, I'm sorry you can't have it, but we're paying y'all.
[CUSTOMER][NEUTRAL] For this insurance.
[AGENT][NEGATIVE] Right, no.
[AGENT][NEUTRAL] Correct, I would, I would say that I need to talk to [PII] because he's the insured.
[CUSTOMER][NEUTRAL] Since when?
[AGENT][NEUTRAL] I that's, that's our policy.
[CUSTOMER][NEUTRAL] I mean, Blue Cross is the same thing. I, he doesn't, he doesn't have to be here for me to talk. I'm on the policy.
[AGENT][NEUTRAL] Right, I, I understand.
[CUSTOMER][NEUTRAL] It's a husband and wife policy. OK, so the thing is then if he's on the policy, then I should be able to handle everything if my name is on there.
[AGENT][NEUTRAL] You're not the insured though. That's the reason why we need, I need to speak to him.
[CUSTOMER][NEUTRAL] It doesn't matter. It doesn't matter. It's OK if I call.
[AGENT][NEUTRAL] It matters to us and that's how.
[CUSTOMER][NEGATIVE] Well that that makes no sense, so I'd like to speak to a supervisor.
[AGENT][NEUTRAL] OK. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Woo.
[AGENT][NEUTRAL] Man, oh, she's the work of sunshine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What's your style, [PII]?
[AGENT][POSITIVE] Oh, goodness gracious.
[AGENT][NEUTRAL] Yeah, my.
[AGENT][NEUTRAL] Alright, www.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But more. This is [PII].
[AGENT][NEUTRAL] [PII], it's [PII]. I've got a lady wanting a supervisor.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh wow. OK. Um.
[AGENT][POSITIVE] I know, yeah, it's exciting.
[CUSTOMER][NEUTRAL] What's wrong with her?
[AGENT][NEGATIVE] Uh, she's really upset because I won't give her the policy number when she's not the insured.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] So, I just explained to her this is out of security reasons. We can't I can't give you the policy number. You're not the insured. Um, she veri
[CUSTOMER][NEUTRAL] Is she a provider? Who is she to the insured?
[AGENT][NEUTRAL] She's the spouse
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Oh dear. Is she on the policy at all?
[AGENT][NEUTRAL] He is on the policy, but I didn't think we could give that information without him giving permission.
[AGENT][NEUTRAL] She's verified the um address.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I mean, I, she's kind of.
[CUSTOMER][NEUTRAL] Is she wanting, is she wanting to know just the policy number for him or is hers different? He shouldn't be different.
[AGENT][NEUTRAL] No, no, hers isn't different, but I thought we couldn't share that.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Without verification.
[AGENT][NEUTRAL] From him.
[CUSTOMER][NEUTRAL] Can she, can she verify all their information?
[CUSTOMER][NEUTRAL] I mean, I don't see why we can't give the policy number if she's on it.
[AGENT][NEUTRAL] OK. I don't think that's what the guru card says.
[CUSTOMER][NEUTRAL] Um, cause that's why she said, she's like, I'm, this is my policy too, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, well, you're not gonna be able to transfer to this phone, so hang on just a minute, let me get back in there.
[AGENT][NEUTRAL] OK, one.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] I'm gonna, I'm gonna, cause we've met with um
[CUSTOMER][NEUTRAL] Uh, legal on this and
[CUSTOMER][NEUTRAL] They were a little more lenient than what I thought. Let me
[CUSTOMER][NEUTRAL] Well, just a minute now. I'm getting myself back on.
[AGENT][NEUTRAL] I just, I thought, I thought for some reason I can't give her the policy information.
[CUSTOMER][NEUTRAL] Well, is she just wanting the policy number or does she want more?
[AGENT][NEUTRAL] And I can't, I
[AGENT][NEUTRAL] She wants the policy number to file a claim. I told her I'd send the claim to the email address on file. I didn't share the email address.
[AGENT][NEUTRAL] So I didn't, I don't.
[CUSTOMER][NEUTRAL] Did she, OK, did she verify the email on file, the um address and the phone number and all that?
[AGENT][NEUTRAL] She, she verified the address and of course, I've got her name and date of birth.
[CUSTOMER][NEUTRAL] If she's gonna just file the claim, then go ahead and give her the policy number, and I'll take the hit if it's a hit.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Sounds good. I'll give it to her.
[CUSTOMER][NEUTRAL] Yeah, yeah, and
[CUSTOMER][NEUTRAL] Yeah, and we could give her information on her, but not him.
[AGENT][NEUTRAL] What does that mean? Information regarding what?
[CUSTOMER][NEUTRAL] If it's her claim, if it's her, you know, her, uh, benefits, but not his.
[AGENT][NEUTRAL] Oh yeah, I mean, I can, I, I mean, the policy is under his name, but
[AGENT][NEUTRAL] I mean, am I able to share?
[CUSTOMER][NEUTRAL] But if she's on it.
[CUSTOMER][NEUTRAL] Yeah, then her policy number is the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, so that's OK. OK, just wanna make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, go ahead and yeah, and if it's wrong I'll take the hit.
[AGENT][POSITIVE] OK, perfect. OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.
[AGENT][POSITIVE] Great, thanks.
[AGENT][NEUTRAL] OK, are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, sorry about that. Sorry for the confusion. I, we've had new policy updates, so uh let me share the policy number with you.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Oh, so you can, you can give it to me now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 257-6700.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 257.
[AGENT][NEUTRAL] 6700.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you email me a copy of the um.
[CUSTOMER][NEUTRAL] The form to fill out for that?
[AGENT][NEUTRAL] Sure, I can get that emailed over. What email is it?
[CUSTOMER][NEUTRAL] C_
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that emailed over to you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, I'll get it emailed over. Anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, and so we just fill that out and we can um mail it in or.
[CUSTOMER][NEUTRAL] Have it faxed or or.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It you can mail it or fax it.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII] OK and is there any other additional information we need to put on there that we don't know?
[CUSTOMER][NEUTRAL] Before we fax.
[AGENT][NEUTRAL] We'll need the date of service, um, he was seen. It will have to show the diagnosis code that he was seen for, what he was seen for, where the services were rendered. There'll be an itemization listed on the form of exactly what we need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do we have a um of what's covered for our.
[CUSTOMER][NEUTRAL] Insurance through y'all?
[AGENT][NEUTRAL] Yes, your policy certificate.
[CUSTOMER][NEUTRAL] Can you email us a copy? Mhm. Yes.
[AGENT][NEUTRAL] Um, I can send that out through the mail.
[AGENT][NEUTRAL] Is that OK? OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, great. Is there anything else I can help with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.