AccountId: 011433970860
ContactId: 4b8bb4b0-003c-42cf-bdca-6c9f40d17823
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136869 ms
Total Talk Time (AGENT): 44922 ms
Total Talk Time (CUSTOMER): 71181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4b8bb4b0-003c-42cf-bdca-6c9f40d17823_20250306T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking, [PII]. This is [PII] in claims. [PII], could you look at a policy with me? I'm trying to process the claim, but it's saying that the policy terminated with the date of services before the termination date.
[AGENT][NEUTRAL] OK, OK, yes.
[CUSTOMER][NEUTRAL] Let me know when you're ready for the policy number.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 251-718-1.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a date the [PII].
[CUSTOMER][NEGATIVE] But it won't allow me to process the claim. It's giving me this error, um.
[CUSTOMER][NEUTRAL] Please review all benefits on CLBFT to ensure that the benefits selected has the correct start date and time that if any.
[CUSTOMER][NEUTRAL] For the date of service, the benefits selected is appropriate for the date of service, contact a supervisor or a manager of the customer service and billing department to determine whether correction should be made to the policy.
[AGENT][NEUTRAL] Oh, OK. Thanks. Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I don't see anything wrong.
[AGENT][NEUTRAL] With it, as far as that goes, um, the policy, of course it's lapsed, but I can reactivate it and see if that helps and I can reactivate those um benefits and then I can just lapse it back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Maybe that would work.
[CUSTOMER][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] OK, let me see, ma'am. I'll probably put the wrong date then.
[CUSTOMER][NEUTRAL] I did. Don't talk about it.
[AGENT][POSITIVE] I'm glad.
[CUSTOMER][NEUTRAL] I did it. I guess I wanted to talk to you so I, I guess I wanted to talk to you today, so.
[AGENT][NEUTRAL] You say
[AGENT][POSITIVE] that works. That works great.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Well thank you for assisting me. You have a good day today.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] That