AccountId: 011433970860
ContactId: 373eca54-0b30-473e-81b9-cda468865a62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276230 ms
Total Talk Time (AGENT): 81661 ms
Total Talk Time (CUSTOMER): 105645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/373eca54-0b30-473e-81b9-cda468865a62_20250221T14:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I had a question um I received an explanation of benefits and I have a question about the remark description, um, regarding it was terminated.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 02138552.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Do you have an email address you would like to give us?
[CUSTOMER][NEUTRAL] Mm it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you said you received the EOB stating that the policy was lapsed?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, yes, it is. It was on [PII]. The provider is a coma cancer specialist and it says on the, it says total benefits paid 0 and under the remark description it says these services were rendered after coverage was terminated.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] Oh, I don't believe.
[AGENT][NEUTRAL] Does it have a claim number on that one? Let me see which policy it's under.
[CUSTOMER][NEUTRAL] Yes, the claim number is 3,560,010.
[AGENT][NEUTRAL] OK, hold on just a moment.
[AGENT][NEUTRAL] Hold on just a moment. I'm looking at it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am showing they um put it under the wrong policy and error. I'm showing you do have a new policy.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 566532.
[CUSTOMER][NEUTRAL] Yes, I'm looking at my card right now, yes.
[AGENT][NEUTRAL] And I will send it, I will send it back to get it reprocessed under this new policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Yes, ma'am. um, and I'm sorry about that.
[CUSTOMER][NEUTRAL] I think that's the other one that's OK um I'm looking actually under my um account under American Public Li and I think that's the only claim know there will be some others coming up from that same.
[AGENT][NEUTRAL] It is, yes ma'am.
[CUSTOMER][NEUTRAL] Doctor's office, so I will just make sure that they get the same, the correct information so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, as long as they put that 0256653 on the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then it should go under the correct one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, OK, well that's all I need at this time.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL and I'm sorry about that, and you have a good day.
[CUSTOMER][POSITIVE] Thank you you have a good day as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.