AccountId: 011433970860
ContactId: 4818708c-a035-475d-b568-f95faef104b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367450 ms
Total Talk Time (AGENT): 139014 ms
Total Talk Time (CUSTOMER): 144882 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/4818708c-a035-475d-b568-f95faef104b6_20250304T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Um, hi, I'm a member of APL and my daughter is um one of my dependents, and she had a baby in December. And we've been trying to get the bill for like the last two months, but the um people.
[CUSTOMER][NEGATIVE] Um, the billing will not send the bill, and every time we've been trying to get the bill, they send a wrong bill, they send an old bill, and I don't know how to resolve this because I have hospital indemnity and I'm just trying to get this information correct so I can file a claim, but apparently, I don't know how to um get this corrected.
[AGENT][NEUTRAL] OK, alright, I can help you. um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] OK, just one second. My name is [PII].
[CUSTOMER][NEUTRAL] And my policy number is, let me see.
[CUSTOMER][NEUTRAL] OK, so I'm on the website and I'm looking it up. Where would I find it on the.
[CUSTOMER][NEUTRAL] On the, I'm I'm logged in, so where would I find it at?
[CUSTOMER][NEUTRAL] The policy number.
[AGENT][NEUTRAL] Uh, it should have it on the, yes, it should be on the home page, but if you can't see it, I can look it up with your social security number.
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] And you're just needing help with filing the claim because you're having troubles getting the bill from.
[AGENT][NEUTRAL] The facility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Oh, goodness. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm going to need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK. Say that one more time.
[AGENT][NEUTRAL] Can you please verify your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] And then um also, can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um also may I have your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] Alright, and which policy are you wanting to file the claim on? Is it your Medlining policy, your gap insurance?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hospital indemnity.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] All right. And when did your daughter have the baby?
[CUSTOMER][NEUTRAL] Um, hold on, I believe it. She, um, let me look at my calendar right quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Does she was, uh, I wanna say she went into the hospital.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was the first night. She was there [PII] and the baby was born on the [PII].
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. And she left on the [PII].
[AGENT][NEUTRAL] OK, so looking at your policy.
[AGENT][NEUTRAL] OK, I'm looking at your policy and I show that policy is no longer active, effective.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy lapsed.
[CUSTOMER][NEUTRAL] Say one more time.
[CUSTOMER][NEUTRAL] Oh, I mean like.
[AGENT][NEUTRAL] So your policy is no longer active with us and it terminated on [PII].
[CUSTOMER][NEUTRAL] So you're saying it's no longer?
[AGENT][NEUTRAL] Yeah, it's no longer active now that is probably because the school district may have a different insurance now.
[AGENT][NEUTRAL] Than with our company may have insurance through another company so you'll just need to get with them and find out who the who your carrier is now.
[CUSTOMER][NEUTRAL] Yes, they do.
[AGENT][NEUTRAL] Through through your school district.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][POSITIVE] I'm sorry, well, thank you for answering. Let me know that.
[AGENT][NEUTRAL] No, it's OK. It's OK. That, but um
[AGENT][NEUTRAL] Uh, a lot of the insured didn't know that they switched companies, so I wanted to make sure I let you know that it wasn't just because of any reason other than that.
[CUSTOMER][POSITIVE] Got you. OK, well thank you.
[AGENT][POSITIVE] OK, all right, you're so welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] All right, bye bye.