AccountId: 011433970860
ContactId: 10ec9383-36e2-430d-bc6f-b60cef604998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356239 ms
Total Talk Time (AGENT): 107942 ms
Total Talk Time (CUSTOMER): 129805 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/10ec9383-36e2-430d-bc6f-b60cef604998_20250109T20:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII]. I'm calling from behalf of card service, and can you please help me to check the status for me.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my last insurance where for the IT.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, exactly right.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have the mobile ID is 152883.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The first name is [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Uh, what's the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's the date of birth?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the name?
[CUSTOMER][NEUTRAL] Which name you're asking?
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] Yeah, it was [PII]. And yeah, the last name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] What
[AGENT][NEGATIVE] OK, this policy canceled [PII] and they do not have any other active coverage, so he doesn't have any coverage. He wasn't even on this policy. It lapsed [PII].
[CUSTOMER][NEUTRAL] Can you please, uh, give me the effective date one more time?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] It canceled [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We need
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what else were you needing?
[CUSTOMER][NEUTRAL] So the patient was not active on the service.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, may I know the status of this claim?
[CUSTOMER][NEUTRAL] Shatter data service.
[AGENT][NEUTRAL] The status of the claim we did not have because the policy canceled.
[AGENT][NEGATIVE] This child is wasn't even born. The child wasn't even born.
[CUSTOMER][NEUTRAL] So that is the reason the claiming.
[AGENT][NEUTRAL] When the policy canceled, are you understanding me?
[CUSTOMER][NEUTRAL] Yeah, and this is that thisation plan that has been uh why so in this case, uh that, that's the reason the game was be denied them right.
[AGENT][NEGATIVE] We have not received it. It was not denied.
[CUSTOMER][NEUTRAL] Oh, that means you didn't receive any claim.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] No, I can't understand what you're saying. I can barely hear you.
[CUSTOMER][NEUTRAL] Now I'm audible. That means you didn't do any claim from here from my end.
[AGENT][NEUTRAL] I still didn't hear you.
[CUSTOMER][NEUTRAL] And now I'm audible?
[CUSTOMER][NEUTRAL] Just to make sure, did you receive any claim or not?
[AGENT][NEUTRAL] There's no claim.
[CUSTOMER][NEGATIVE] We have to rebuild the claim.
[CUSTOMER][NEUTRAL] Or we have to contact the patient to update any new policy because the data service was not active on the.
[CUSTOMER][NEUTRAL] That means the patient was not active on the data service right so in this.
[AGENT][NEUTRAL] You would have to contact the insurer because he wouldn't be covered under this policy.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And may I get the call reference number for this?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] May I get the claim num mailing address?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 73 1 24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I get to pay ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] And I get the time to sign in.
[AGENT][NEGATIVE] We don't have timely filing.
[AGENT][NEGATIVE] But that claim is not gonna be covered.
[CUSTOMER][NEUTRAL] Yeah, OK. And can you please spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, OK, got it. Thanks for so for this, and I think that's all for today. Have a good day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, that.