AccountId: 011433970860
ContactId: 1c52480e-91a6-4cc8-83cc-1540cdfe3866
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393970 ms
Total Talk Time (AGENT): 122077 ms
Total Talk Time (CUSTOMER): 112096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/1c52480e-91a6-4cc8-83cc-1540cdfe3866_20250211T16:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sir. I'm back in.
[CUSTOMER][NEUTRAL] In January of
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The, the insurance I had with you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You guys didn't cover that, the, the bill for that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh it was for pain management.
[AGENT][NEUTRAL] OK, so do you want to check on a claim from.
[AGENT][NEUTRAL] 20, you said 2023 or?
[CUSTOMER][NEUTRAL] Well, I want
[CUSTOMER][NEUTRAL] Yeah, 2023.
[CUSTOMER][NEUTRAL] [PII] and the one on [PII].
[CUSTOMER][NEUTRAL] Through pain management.
[AGENT][NEUTRAL] Do you have the policy number that you had at the time?
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] 462-041-63
[AGENT][NEUTRAL] It starts with a D as in David.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I can't pull it with that number. Can you give me your name or social? I can search that way.
[CUSTOMER][NEUTRAL] Yeah, [PII], the last four digits is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, let me do a search by name and see what I can.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And then if you could just verify the address there in [PII].
[CUSTOMER][NEUTRAL] Um, no, I moved since 10 now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The average would have been.
[CUSTOMER][NEUTRAL] 121 no earth.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] All right, thank you so much. So let me see.
[AGENT][NEUTRAL] So you're saying that there were some claims that were denied from like January or February that.
[AGENT][NEUTRAL] You were wanting to look into?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] Yeah, because I'm supposed to get a pain, uh, a spinal cord or stimulator put in my back and they won't do it because there's those.
[CUSTOMER][NEUTRAL] To build.
[CUSTOMER][NEUTRAL] And at the time I had an insurance with you guys.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The plan that I showed that you had with us at the time [PII] was valid from it was effective in [PII].
[AGENT][NEUTRAL] But it shows that it terminated in December.
[CUSTOMER][NEUTRAL] Why would it terminate?
[CUSTOMER][NEUTRAL] December.
[AGENT][NEUTRAL] Are you still with the staffing group?
[CUSTOMER][NEUTRAL] Um, what kind of staffing group are we talking about?
[AGENT][NEUTRAL] Well this particular plan was through that I found was through Doherty Staffing Solutions that's how this is being um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Issues, so.
[CUSTOMER][NEGATIVE] OK. No, no, I'm not with them. I'm not able to work because of my back.
[AGENT][NEUTRAL] So when you left there, what you would have been given an option to either continue with COBRA coverage or it would have been something else, but the medical coverage with us was not active in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did you need me to check on anything else for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you able to check out and see what kind of insurance I had in 200 and
[CUSTOMER][NEUTRAL] 2023.
[AGENT][NEGATIVE] No, because you didn't have insurance with us. It wasn't with us, so I have no way of knowing who that would have been with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.