AccountId: 011433970860
ContactId: 056db33d-5738-45e6-bc27-e946f696edcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267149 ms
Total Talk Time (AGENT): 103558 ms
Total Talk Time (CUSTOMER): 83714 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/056db33d-5738-45e6-bc27-e946f696edcd_20250602T15:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, I just, um, uh, something about a claim on the policy and a review of the claim I started, um, but I don't have you as in like insurance anymore, so I'm just confused. Um, I haven't, I don't think I've been insured like with your company since, uh, December. I just wanted to follow up and see what's going on.
[AGENT][NEUTRAL] OK, uh sure. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number would be [PII].
[AGENT][NEUTRAL] Thank you. Do you have the old policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, let me see, one second.
[CUSTOMER][NEUTRAL] Yeah, the old policy number, I don't know if this is for medical or dental, but um.
[CUSTOMER][NEUTRAL] Let me see, medical ID.
[CUSTOMER][NEUTRAL] Um, yeah, policy 024.
[CUSTOMER][NEUTRAL] 77562
[AGENT][POSITIVE] OK thank you one.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then um my address is [PII].
[AGENT][NEUTRAL] OK. And what's the email address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you're calling about a claim?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] Was it medical or dental?
[CUSTOMER][NEUTRAL] Um, I'm not sure. It doesn't say.
[AGENT][NEUTRAL] OK, let me look, let me look at all of them and see which one is it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see it's under the medical. So it looks like um.
[AGENT][NEUTRAL] Yeah, it looks like Whole Life Healthcare has our our information in their system. So they, they send the claim to us, um, but you don't have a policy with us since [PII], so it was denied stating that um it's not payable under this policy. You might want to just call Whole Life Healthcare and give them your new information on your new insurance so they can go ahead and process and send it to the correct um insurance company.
[CUSTOMER][NEUTRAL] OK, so are there any issues that are gonna happen with you or is everything fine? I just have to call Whole Life Healthcare then?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, everything is fine with us. We just went ahead and denied stating that the policy was terminated. So, um, in our end, we don't have to do anything else. We already notified them that you don't have a policy with us. So you just need to go ahead and call them and give them the new information of your new insurance so they can go ahead and send the claim to the correct place. Mhm.
[CUSTOMER][POSITIVE] OK. OK. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Mrs?
[CUSTOMER][NEUTRAL] Alright, bye.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL. Have a good day, Miss.