AccountId: 011433970860
ContactId: 190b4b71-5cfa-4e64-896b-e887040a6002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332339 ms
Total Talk Time (AGENT): 130784 ms
Total Talk Time (CUSTOMER): 167342 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/190b4b71-5cfa-4e64-896b-e887040a6002_20250129T21:17_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was calling to see if my policy, um, was extended through, I think it was supposed to be, it was, it was terminated um by my employer but they terminated it too early, um, for my premiums I.
[CUSTOMER][NEUTRAL] I paid through I believe the month of October but they terminated it effective I think [PII] so the last time I called in it was supposed to have been um extended so that I could file a couple of claims that were um.
[CUSTOMER][NEUTRAL] You know that that happened late September and and uh whatnot, um, what can I give you? I think I have the policy number.
[AGENT][NEUTRAL] OK, so you're wanting to verify when your coverage, what we show as the termination date on your policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, because like I said it my employer, yeah, they, they turn, they jumped the gun a little bit, um, hm I think I have it somewhere, the policy number.
[AGENT][NEUTRAL] Is that correct? Yes, ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yes, ma'am. I can take a look at that for you. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK, hi, my name's [PII]. Last name's [PII], and I did find that number.
[AGENT][NEUTRAL] OK. First off, Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And now your policy number, please.
[CUSTOMER][NEUTRAL] OK, it is 219-215-0.
[AGENT][NEUTRAL] 219-2150. Is that correct?
[CUSTOMER][NEUTRAL] That's uh yes 219-215-0.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] 2150. OK, thank you. So one moment please while I get your information pulled up.
[CUSTOMER][POSITIVE] So, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Miss. [PII], so any information that I do provide would be a verification of benefits and not a guarantee of payment, and I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Um, yes, the one ending in [PII].
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And then the last thing to verify is your email address that's on file with us.
[CUSTOMER][NEUTRAL] That should be [PII].
[AGENT][NEUTRAL] OK, so this may be a work email. I'm not sure, but that's not what we have.
[CUSTOMER][NEUTRAL] Oh, OK, so work email would have been [PII] and that would not be current.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you though for verifying that. OK, so, uh, let's see.
[AGENT][NEUTRAL] OK, what is your personal email?
[CUSTOMER][NEUTRAL] It is my last name which is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, Ms. [PII]. Give me just a second. You may have to give me that again, just one moment.
[CUSTOMER][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] OK, so you said it's your last name and the number 3, correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I do show that this policy has a term date now of [PII].
[CUSTOMER][NEUTRAL] OK, that is correct. Um, OK, that's good. Yeah, I just wanted to make sure because I, I keep putting it off, but before I start working on these couple of claims, um, now I know most, um.
[CUSTOMER][NEUTRAL] Supplemental policies don't have a limit on filing as long as the policy wasn't effective at the date of the loss, is that, is that true for you all as well?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, alright, very good, um, alright, that's all I actually needed I just wanted to make sure because I was, I was done, um, late August and then they termed me um [PII], but I paid, yeah, and I my payroll was deducted through the whole month of September so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] The 9, yes.
[AGENT][NEUTRAL] Yes, ma'am. I can see where that had been adjusted, um, from the 91 to 101.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Wonderful. Well, very good. Thank you so much. That's all I actually needed. I'll work on those claims then.
[AGENT][NEUTRAL] Obviously, so.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All right then. Well, if that's all I can help you with, it was nice speaking with you and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you. I hope you do too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.