AccountId: 011433970860
ContactId: 221f18d8-cce0-44eb-8736-b3c18097be5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158800 ms
Total Talk Time (AGENT): 100739 ms
Total Talk Time (CUSTOMER): 56545 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/221f18d8-cce0-44eb-8736-b3c18097be5e_20250317T13:44_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling because I've received a couple of EOBs on a patient that say policy is termed and speaking with the uh the policy holder, he says he has not termed anything.
[AGENT][NEUTRAL] Oh, OK. Well, let's look that up. Um, it's interesting. OK, uh, tell me, what is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is 00613353.
[AGENT][NEUTRAL] OK. Let's figure out what's going on here. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII] last name [PII], and that's [PII].
[AGENT][NEUTRAL] OK, and I'm sorry if I could just have a callback number please ma'am in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Of course, uh, [PII]. There is no extension.
[AGENT][NEUTRAL] OK, thank you. Um, so I'm looking this up and it's, uh, it looks like we did receive something. This is, this is through their employer normally, but, uh.
[AGENT][NEUTRAL] Uh, what we did is we received it on [PII], uh, a, um,
[AGENT][NEUTRAL] And I don't really know what
[AGENT][NEUTRAL] Why it was lapsed, but it was lapsed as, as of, uh, or we received the notification that it was lapsed as of [PII]. Now, if he is paying for this himself, that is something that he would want to uh uh.
[AGENT][NEUTRAL] You know, he'd want to contact us and see if we can't get that reinstated if he is doing this to his employer, uh, and these sometimes these are employee-based, uh, benefits, and he would want to talk to his employer, but I am showing that the [PII] policy lapsed as of last year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you double check um his wife [PII] date of birth is [PII] and I'm assuming it's gonna be the same thing.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, let's see if she doesn't have a policy on her own, sometimes people will do that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just to be absolutely certain.
[AGENT][NEUTRAL] Didn't hurt to check. [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so she is
[CUSTOMER][NEUTRAL] It's showing on my side that his issues under his policy, but I could be wrong.
[AGENT][NEUTRAL] It is, she is, but I was just wondering if she had a policy on her own. Sometimes they do, and if that is indeed the case, then we just check, you know, just double check. So I am showing that [PII] lapsed, her policy lapsed when his did as well. So it looks like neither one of them are active.
[CUSTOMER][NEUTRAL] Oh got you.
[CUSTOMER][POSITIVE] OK, I will call him and let him know thank you so very much.
[AGENT][POSITIVE] OK, there's anything I can help with. Thanks for contacting API.