AccountId: 011433970860
ContactId: 5431faec-619a-46ac-89b6-a255b7b0e9cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168399 ms
Total Talk Time (AGENT): 47033 ms
Total Talk Time (CUSTOMER): 63567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5431faec-619a-46ac-89b6-a255b7b0e9cd_20250508T15:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I had a procedure done at the beginning of March, and my doctor's office said that they called to verify that I had coverage through you guys, and they said that I did not, but I, I should. So I just wanted to verify that I, my coverage is active and was active at the time.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Yup. It's 02605167.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] And then just need your address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what date were you seen?
[CUSTOMER][NEUTRAL] Um, hm, let me pull it up. It was in my coverage should have started [PII] and it was after that, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It was mid March.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or April, I'm sorry.
[CUSTOMER][NEUTRAL] I had an appointment [PII].
[CUSTOMER][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Calendar went away.
[CUSTOMER][NEUTRAL] Uh, I wanna say it was [PII].
[AGENT][NEUTRAL] And it looks like we have the policy. It was active and effective and then termed on the same date, [PII]. So it shows it's terminated. Um, you'd want to check with your human resources at your employer. I show that's uh is that doubleal services.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I would check with your human resources and see what's going on, but we for some reason it's terminated in our system and we received that information from your employer, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'll check with them then.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.