AccountId: 011433970860
ContactId: 173a7e9c-919e-4c29-abde-b831e4a0a649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264079 ms
Total Talk Time (AGENT): 65907 ms
Total Talk Time (CUSTOMER): 121954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/173a7e9c-919e-4c29-abde-b831e4a0a649_20250115T21:50_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling because I um.
[CUSTOMER][NEGATIVE] I did a claim, um, and it says that they didn't pay my claim because um the services were rendered after it was my benefits were terminated um I never knew that my benefits were terminated as a matter of fact I looked at my pay stubs and they're still taking um the premium amount.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get your name and your policy number and we can take a look at it.
[CUSTOMER][NEUTRAL] OK. Um, the policy number is 00955011 and my name is [PII].
[AGENT][NEUTRAL] [PII], what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify your date of birth, your mailing address and email for me?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII]. Um, my mailing address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Uh looks like we have your work email, I think.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The new policy should have kicked in. No I'm sorry, [PII].
[AGENT][NEUTRAL] [PII] of this year.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK, I mean, not this year. I'm thinking I'm in [PII]. I mean [PII].
[CUSTOMER][NEUTRAL] That's OK. I knew what you meant.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Still looking?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Are you still employed with the district?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the information shows that we received notification from the group. You may wanna reach out to whomever does your benefits or.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. Cause I'm looking at my pay stubs and they're actually still taking out, um, they're still taking out for my cancer insurance.
[AGENT][NEUTRAL] At the district.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] As of
[CUSTOMER][NEUTRAL] Uh, my last paycheck was December.
[AGENT][NEUTRAL] I don't show.
[CUSTOMER][NEUTRAL] What is it showing that they.
[AGENT][NEUTRAL] Yeah, I don't show that under this policy number, so you may wanna reach out to your employer group and I show this was the only policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, this policy will.
[CUSTOMER][POSITIVE] Yes, I've had this. I've had it for a long time.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You may want to reach out to your employer, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do that. I just wanted to make sure that we were kind of all on the same page because I was like, whoa, I didn't know they had terminated me, but I said, well, let me check my pay stubs in case something, maybe I just forgot to re-enroll, but I, I looked at my benefits. I re-enrolled before the deadline and they're taking out the premium, so I don't know if they have me under a different policy. I don't know. I don't know what happened.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So I'll reach out to them and then um find out what happened and then I'll give you guys a call back.
[AGENT][NEUTRAL] OK, that'll be fine. Any other questions?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that'll be it thank you very much. I'll get a hold of them tomorrow.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.