AccountId: 011433970860
ContactId: 204cd3ef-7923-4f6e-9d60-bcd7319e474e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261720 ms
Total Talk Time (AGENT): 110342 ms
Total Talk Time (CUSTOMER): 87344 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/204cd3ef-7923-4f6e-9d60-bcd7319e474e_20250326T14:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a facility. I'm calling to get uh benefits for our policy.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02477114.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling for benefits today?
[CUSTOMER][NEUTRAL] Right, for a facility.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like this policy is no longer active. It looks like it was canceled on [PII]. Let me see if there's any, I don't show any.
[AGENT][NEUTRAL] Other policies with us.
[CUSTOMER][NEUTRAL] As of yesterday?
[AGENT][NEUTRAL] It shows, uh, [PII], yes.
[CUSTOMER][NEUTRAL] I mean Monday?
[AGENT][NEUTRAL] Cancel
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let me check something really quick. Let me just make sure, uh, something, hold one moment. Thank you.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the claims department. I had a question about a policy and I don't know if you can help me with it, um, as far as the cancellation date of the policy, um, the pay two date is saying one day and then it's showing participant dropped on another date. So they're calling for benefits, so I just wanna make sure it's correct before I say the policy is no longer active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. What is the policy number?
[AGENT][NEUTRAL] 247-7114.
[CUSTOMER][NEUTRAL] All right. And is it for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Let me look at it really quick.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Um, I do see here the termination date as
[CUSTOMER][NEUTRAL] Um, [PII]. That will be the last day of coverage. Yes, that's the last, uh, payment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, does that need to be?
[AGENT][NEUTRAL] Uh, the participant, let's see, does that need to be taken off of there?
[AGENT][NEUTRAL] Would that not affect, cause I would, you know, I would have to give them the benefit they send in the claim. I think he's in emergency today.
[AGENT][NEGATIVE] And then it's denied. I don't know.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, well, that is the future lapse date that was added. Last day of coverage will be [PII], [PII].
[CUSTOMER][NEUTRAL] Um, that is the last, um, the last month received, um, payment received for the month was March, so that covers all um until [PII].
[AGENT][NEUTRAL] Up until [PII]. OK, I'll go ahead and give the benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, and thank you for your help.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.