AccountId: 011433970860
ContactId: 1027fac4-366c-4dca-8a48-2424e816a819
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450350 ms
Total Talk Time (AGENT): 82898 ms
Total Talk Time (CUSTOMER): 96385 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1027fac4-366c-4dca-8a48-2424e816a819_20250609T13:48_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. This is [PII]. I'm calling because, um, there were two claims, uh, the two more recent claims from [PII], um, and so I'm calling because
[CUSTOMER][NEUTRAL] Uh, one of the claims, it seems like it was taken off of like the, I guess hospital indemnity or whatever, but then the other claim should have been covered under the ACA, and I'm afraid that insurance processed it under the group uh indemnity other than the Mac, um, policy, and so I was just calling to confirm.
[AGENT][NEUTRAL] Uh yes, sir. I can assist you with the status of those claims. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, name is [PII], phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes, um, it is D as in dog, 43301717.
[AGENT][NEUTRAL] OK, that's not the policy number. Um, do you see a number and normally our policy numbers begin with a 01 or 02?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Beside my name I see a C 084-4169 um.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, policy number 227-8594.
[AGENT][NEUTRAL] OK, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] OK it's [PII].
[CUSTOMER][NEUTRAL] And then my mailing address is [PII].
[AGENT][NEUTRAL] OK. And what's the date of service on the claim you're calling about?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Yes, I'm showing that these claims denied um for the place of service. But to further assist you with the claim, I would need to get you over to an adjuster. If you don't mind holding, I'll get your call transferred.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well, I thank you again [PII] for calling APL in one moment, I'll get you transferred.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mm, no problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the Midland Claims department. Um, I have a member on the line who's calling to get a further explanation of the denial of a couple of his claims for his hospital indemnity policy. Would you be able to further assist him?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] OK, um, his policy.
[CUSTOMER][NEUTRAL] Yeah that
[CUSTOMER][NEUTRAL] Yeah, go ahead, sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 02278594 for [PII].
[CUSTOMER][NEUTRAL] OK, perfect, and he's been verified?
[AGENT][NEUTRAL] Yeah, he's been verified and his phone number is the number that's in the system.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much, [PII].
[AGENT][POSITIVE] OK, here he is. Thank you.