AccountId: 011433970860
ContactId: 2192669d-c2bc-4ead-ae0f-c986627c78d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391279 ms
Total Talk Time (AGENT): 62239 ms
Total Talk Time (CUSTOMER): 125826 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2192669d-c2bc-4ead-ae0f-c986627c78d9_20250219T17:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII]. I'm returning a phone call that I received a couple hours ago.
[AGENT][NEUTRAL] Um, do you know who called you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]? OK. All right. And let me go ahead and try to get her on the line. Let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let me send a message to Miss [PII].
[AGENT][NEUTRAL] Um, and how do you spell the last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's my last name, right?
[AGENT][POSITIVE] Yes, uh-huh, correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if she's available. One moment.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][POSITIVE] I'm doing wonderful how are you?
[AGENT][NEUTRAL] I'm good. This is all, um, yeah, let me go ahead and put him in. Yeah, he just asked for you. He's like, I just received a call from [PII] uh I'm just returning the call. I'm like, OK.
[CUSTOMER][NEUTRAL] Oh yeah, I don't think I'm gonna be able to tell him anything different than the benefits adjuster did um I just had a callback request from him so but I'll just let him know the same thing they told him.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Oh, OK. Got you. OK. All right, here he comes. Have a good day.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for you, Mr. [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm wonderful thanks for asking hey, so I got your call back request. Um, it looks like when I was calling you back though that you might have already been talking to Miss [PII].
[CUSTOMER][NEUTRAL] OK, yes, I did speak to somebody. I just don't know what time I spoke to her. I saw your your message on my phone.
[CUSTOMER][NEUTRAL] No worries. Well, thank you so much for giving us a call back so I think I would probably have been telling you the same information that she went over with you, which is I just showed that from the [PII] that the denial code on it was just that you had exhausted those outpatient benefits for the calendar year.
[CUSTOMER][NEUTRAL] Yes, and, and since my insurance company with Cigna starts [PII] and yours starts [PII], she was gonna put it back through to see if she could get it covered.
[CUSTOMER][NEUTRAL] Perfect so she's already, I see a note here that she's already uh have those set to be re-reviewed, um. Yes. And. Yes, because typically I don't meet my deductible anyway, so, um.
[CUSTOMER][NEUTRAL] So I don't see a reason why they won't unless it's unless it's there's something that they can't do, but, but talking to her she said that um.
[CUSTOMER][NEUTRAL] That our policy with APR or APL is starts it's a calendar year and my policy with Cigna is a policy year and she said at some point along the way it was determined with APL that there would be a calendar year versus a policy year.
[CUSTOMER][NEUTRAL] So obviously there's a mix up, so then she.