AccountId: 011433970860
ContactId: 54d1a604-23c4-4fec-83a3-c8c4ff85bf6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164240 ms
Total Talk Time (AGENT): 48641 ms
Total Talk Time (CUSTOMER): 88520 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/54d1a604-23c4-4fec-83a3-c8c4ff85bf6d_20250430T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how's it going there? My name is [PII]. Um, I was calling because I was, I had a bill that was sent to me and, um, when I, when I spoke to, um, to, to the medical facility, they said that they submitted the claim to APL which I have, but then they denied it saying that the claim was termed, and I know I had this issue in the past where they kept submitting under the old APL, but I mean, uh, so the renewal, is it possible to find my account?
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with that information. Um, first, I'll need your name again and a good callback number just in case we're disconnected.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, uh, name is [PII].
[CUSTOMER][NEUTRAL] And a good call back number will be [PII].
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have it. I got, can I give my social or something like that?
[AGENT][NEUTRAL] Yes, sir. What's your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and please verify um your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Mailing address should be [PII].
[AGENT][NEUTRAL] OK. Please verify your email address.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And yes, sir. I am showing two policies on file and um both of them denied, well, not denied, but expired. Um the first one expired on [PII] and then the second one, it expired on [PII] and I'm not showing any active ones in the system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] It's always the issue not with you guys it's the company I work for. OK, so let me, I'm gonna have to give them a call and um and see what's going on then.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Alright, cause yeah, cause we had, I had to read.
[CUSTOMER][NEGATIVE] No, because we have renewed it, so I don't know why they never renewed it so.
[CUSTOMER][POSITIVE] OK, let me see what's going on then. I appreciate your help.
[AGENT][POSITIVE] OK. I thank you, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.