AccountId: 011433970860
ContactId: 1f581347-cadf-40b9-8f1e-7cc5286e3ed4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590229 ms
Total Talk Time (AGENT): 202484 ms
Total Talk Time (CUSTOMER): 231266 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1f581347-cadf-40b9-8f1e-7cc5286e3ed4_20250617T17:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling on behalf of my husband [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Uh, I received this letter. We've received a claim on your policy, and a review of the claim has started. What's the, uh, which policy is this in?
[AGENT][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can look it up for you.
[CUSTOMER][NEUTRAL] What do we, what
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] I know I know
[AGENT][NEUTRAL] Thank you. And on the letter, does it have a reference number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, it just says your policy holder received the claim on your policy and a review of the claim, uh uh, and some additional information on medical services that may be processed, uh, and it says claims department sincerely claims department [PII] [PII].
[CUSTOMER][NEUTRAL] Uh so there's no reference number on it.
[AGENT][NEUTRAL] OK, um, I can look the policy up with his, the policy is in your husband's name, right?
[CUSTOMER][NEUTRAL] I guess so because it's written to him to [PII].
[AGENT][NEUTRAL] OK, can you spell the first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then the last name you said was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. Like the [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh very
[CUSTOMER][NEUTRAL] I'm always trying to
[CUSTOMER][NEUTRAL] I was gonna be there for
[CUSTOMER][NEUTRAL] Keep forgetting something.
[CUSTOMER][POSITIVE] I'm so in love with you.
[CUSTOMER][NEGATIVE] I'm not going anywhere.
[CUSTOMER][POSITIVE] All right, my future is with you.
[AGENT][NEUTRAL] Just waiting to see if um policy, hold on one moment.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I know that still works.
[CUSTOMER][NEUTRAL] Were they finished the job.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold? I believe I just located the policies. I'm just pulling them up now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEUTRAL] I'll do whatever you need me to do, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name on the letter? I mean, what's the date on the letter?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh man, I don't know.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, wait a minute.
[AGENT][NEUTRAL] Oh, it might not be for him.
[AGENT][NEUTRAL] Hold on. 698215.
[AGENT][NEUTRAL] I do too.
[AGENT][NEUTRAL] There you go.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][POSITIVE] Yes, I'm right here.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for the wait. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, the mailing address is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII]. [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] So on the accident policy, we received the claim on [PII].
[AGENT][NEUTRAL] Um, of this year for you, it looks like um it was for Laboratory Corporation of, I guess that says [PII] is cut off, um, but it's from back in [PII], so they probably just have this uh insurance on file and haven't taken it off and their billing, um, but it was denied because the services, the uh services was after the policy terminated.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Oh, OK, OK, so the the policy was already terminated. I don't even know what the accident, what kind of an accident in [PII]. I haven't had any accidents.
[CUSTOMER][NEUTRAL] And uh Chester has had an accident because since 23, Cheser cannot walk and he's blind. So I know that uh that's not my call just to understand who's filing a claim against what because
[CUSTOMER][NEUTRAL] Uh, I have had an accident. Someone called me on the phone with that a few minutes ago.
[CUSTOMER][NEUTRAL] On the house phone with that you have an accident in the past two years. Well, no, I haven't had an accident.
[AGENT][NEUTRAL] Well, let me see, let me look at what documents were submitted. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I could tell you where it came from. You're welcome.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] This is all from lablab Labor in [PII].
[AGENT][NEUTRAL] Um, looks like some labs were done.
[CUSTOMER][NEUTRAL] Oh, from
[CUSTOMER][NEUTRAL] Yeah, I had lab work done at lab core.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh since this year, yes, yes, yes, yes, this year.
[AGENT][NEUTRAL] So that's what this is for. So any, so they probably just had because you know,
[AGENT][NEUTRAL] Unless they are told or they get notification or something, they just keep the insurances in the system and then, you know, as they get updated, they delete them. So they may have just had this old policy on file and was just bi[PII] what was what they had.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Well, what's the policy with because I can't understand that because I have um.
[CUSTOMER][NEUTRAL] Just Medicare and then I have an uh Aflac uh uh uh American family, and it's a plan F.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] That's all I have and all of that is hasn't been denied or anything, neither one of those. That's, that's why people say.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, this policy is from, is back from [PII], so this is a very old, it's been terminated since [PII]. So this is an old policy, that's what I'm saying, they probably just have not, they probably, you can call them and let them know to take this off of your um chart so they won't bill it anymore because you haven't had this policy for a long time.
[CUSTOMER][NEUTRAL] Oh, OK, OK, and I don't even know what policy that would be with, but anyway.
[CUSTOMER][NEUTRAL] Because policies that I that I only have those two things, a Medicare, uh,
[CUSTOMER][NEUTRAL] In, in a supplement.
[AGENT][NEUTRAL] Right, so it's not.
[CUSTOMER][NEUTRAL] And I know I'm paying the $5 supplement, hm.
[AGENT][NEUTRAL] It's not anything you have now. This is from back when he worked at [PII] County.
[CUSTOMER][NEUTRAL] Oh, OK. When he worked with the county, you're supposed to been retired.
[AGENT][NEUTRAL] Yeah, this is from, yes, this is from [PII].
[CUSTOMER][NEUTRAL] OK, and it was for me?
[CUSTOMER][NEUTRAL] Or was it for [PII] it's for me. It has to be for me because the nose.
[AGENT][NEUTRAL] I mean, he was the policyholder, but you were on the policy, I mean, it was him and you.
[CUSTOMER][POSITIVE] Yes, I got it. I got it. You know, thank you so much for your time. I don't worry about that then. You have a great day, darling.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You also, was there anything else I can help you with? Well, thank you.
[CUSTOMER][POSITIVE] You've been very kind.
[CUSTOMER][POSITIVE] No, baby, you've done it all. Thank you very much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You do the same. Bye bye.
[AGENT][NEUTRAL] Bye bye.