AccountId: 011433970860
ContactId: 17db1d21-c34b-4ba1-8d42-ec944181884a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375720 ms
Total Talk Time (AGENT): 120335 ms
Total Talk Time (CUSTOMER): 173391 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/17db1d21-c34b-4ba1-8d42-ec944181884a_20250304T17:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I, um, received recently a, uh, denied claim, and I just wanna check on it because talks about my husband was did not make a payment when he was supposed to, but he was working so um.
[AGENT][NEUTRAL] Can I have your name and the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] Policy number 01727768.
[AGENT][NEUTRAL] [PII], what is your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Bear, bear with me while I look to verify if your husband has given us permission to speak with you about his claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Have your husband ever given us permission to speak with, have you ever called APL to give permission for APL to discuss his claims with you, being that he's the policy holder?
[CUSTOMER][NEUTRAL] I believe so.
[CUSTOMER][POSITIVE] Yes, I do believe so.
[AGENT][NEUTRAL] I'm not showing it in the system. Is he available?
[CUSTOMER][NEUTRAL] Yeah, hold on, uh, he might be on the phone though let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He works from home.
[CUSTOMER][NEUTRAL] Yep, he's on the phone.
[AGENT][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] It's on the phone, um.
[CUSTOMER][NEUTRAL] So I guess I need to call you back or I'm not really sure what to do here.
[AGENT][NEUTRAL] Um, I can hold. Is he gonna be on there long?
[CUSTOMER][NEUTRAL] Um, you know
[AGENT][NEUTRAL] Just need him to verify his information and to give me permission to speak with you on behalf and so I can make notation of it so the next time you call, it won't be an issue.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, he's still, still talking. I don't know if he'll be 2 minutes.
[AGENT][NEUTRAL] Well I'm not seeing the latest claim that we have is for you and that was paid so I'm not.
[CUSTOMER][NEUTRAL] Well, there was one and this one goes all the way back to oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And we just received.
[CUSTOMER][NEGATIVE] Information that it wasn't covered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We received information from you and.
[AGENT][NEUTRAL] What is the claim number? Do you have that claim number?
[CUSTOMER][NEUTRAL] Yeah, mhm, 356-133-3.
[AGENT][NEUTRAL] And it's for your husband?
[CUSTOMER][NEUTRAL] No, it was, it was for me, I believe, let's see.
[CUSTOMER][NEUTRAL] Let me see, yeah, it was for me.
[AGENT][NEUTRAL] So that's the latest claim that I have that was processed on [PII]. It was a payment of 203 on it made on that claim, so I'm not sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] What they are, what they were talking about.
[CUSTOMER][NEUTRAL] Well, I also have a letter here from you. Is that, is it that claim from [PII]?
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] Yeah, OK, it says here our records indicate the premium for the service date was not received, therefore benefits are not payable.
[CUSTOMER][NEUTRAL] That was on your letter to me.
[AGENT][NEUTRAL] Mm, probably before the claim was actual, the claim probably was pending. Did it say that it was currently pending? Because sometimes it's the premium.
[CUSTOMER][NEUTRAL] How much what did you pay?
[CUSTOMER][NEUTRAL] How much did you pay?
[AGENT][NEUTRAL] 203.
[CUSTOMER][NEUTRAL] 203 hm.
[AGENT][NEUTRAL] Yeah, $203. Would you like the check number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yeah, I, I'll call because I can call the dentist about that and, and, uh, yeah, that would be helpful. Hold on, let me write this down. OK, there we go. I'm ready.
[CUSTOMER][NEUTRAL] Check number?
[AGENT][NEUTRAL] The check number is 2029859.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 9859 and it was for $203?
[AGENT][NEUTRAL] Yes, for data service [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] And when was the check made out to them?
[AGENT][NEUTRAL] This check was sent out [PII], I mean [PII].
[CUSTOMER][NEUTRAL] [PII], OK, so maybe they haven't gotten it. So what was the date to what?
[CUSTOMER][NEUTRAL] The date that the check was sent to them to what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, so it took a long time to get that one taken care of, right?
[AGENT][NEUTRAL] Well, actually we just received the claim.
[AGENT][NEUTRAL] We can't process the claim until they send it to us and they sent it to us [PII].
[CUSTOMER][NEUTRAL] You didn't?
[CUSTOMER][NEUTRAL] Oh, they just
[CUSTOMER][NEUTRAL] Oh, they just sent it to you late for some reason, right? OK, alright, thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][NEUTRAL] And [PII], could you verify your callback number if you don't mind?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you. Well, thanks for calling APL and have a great day. Bye bye.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Thank you bye bye.