AccountId: 011433970860
ContactId: 363eb937-e447-469b-8024-0d9fe61eee7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112879 ms
Total Talk Time (AGENT): 30807 ms
Total Talk Time (CUSTOMER): 67513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/363eb937-e447-469b-8024-0d9fe61eee7f_20250129T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] How may I help you?
[AGENT][POSITIVE] Hey [PII], how are you honey?
[CUSTOMER][POSITIVE] Good. How are you? I am needing your help. I have an insured
[AGENT][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm thinking your answer is gonna be they need to call their employee, but I have an insured um do you mind pulling up the policy number?
[AGENT][NEUTRAL] No, that's all.
[CUSTOMER][NEUTRAL] It's on policy 2586493.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] I was just thinking there we go. OK. E y'all.
[CUSTOMER][NEUTRAL] Yes, [PII]. So I have her on the phone and she's upset, so because we've denied some claims because they were prior to the effective date. I noticed she previously had.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] A hospital indemnity plan, but I show that looks like she switched coverages. So she previously had one under another policy.
[CUSTOMER][NEUTRAL] Which is the HR 17 from 213 23 to 1525.
[CUSTOMER][NEUTRAL] But she's saying that there should be no lap in her coverage. Would that be a question for her employer that she need to contact her employer directly?
[AGENT][NEUTRAL] She'll need to contact Bic directly.
[CUSTOMER][NEUTRAL] Big, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Because that they they're the ones who submit the payment, do everything.
[CUSTOMER][NEUTRAL] OK, so I need to get her what benefits in the car and talk with them.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, that's what I just wanna make sure.
[AGENT][POSITIVE] OK, that's good. You're welcome, honey. Have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks, bye bye.