AccountId: 011433970860
ContactId: 5553a4d6-d5ff-4168-a687-de927c1b6264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336290 ms
Total Talk Time (AGENT): 110497 ms
Total Talk Time (CUSTOMER): 85579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5553a4d6-d5ff-4168-a687-de927c1b6264_20241231T14:50_UTC.wav
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[AGENT][NEUTRAL] On APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I was um
[CUSTOMER][POSITIVE] Trying to do a a claim on the on the cancel policy that I have, but then it says like I know I love I have that policy so I was wondering what uh.
[CUSTOMER][NEUTRAL] What was going on with that?
[AGENT][NEUTRAL] I can check on that for you, Ms. [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] 02425872
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] And what's your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] Uh, my, uh, address is [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, we have your uh work email.
[CUSTOMER][NEUTRAL] Oh, because that would be [PII].
[AGENT][NEUTRAL] OK, thank you, and is a good call back number the [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and your, the, the, the system's telling you that this, this policy is no longer valid.
[CUSTOMER][NEUTRAL] And something like that, yeah, it's not letting me do the um.
[CUSTOMER][NEUTRAL] The claim for the chemo?
[AGENT][NEUTRAL] OK. Uh, what date was that chemo?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, I mean, I'm not sure because we had like, uh, 4 of them. They were different like every 2 weeks, so it was, it was last month.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so let me.
[CUSTOMER][NEUTRAL] And I think he finished it this month.
[AGENT][NEUTRAL] Let me see what's going on.
[CUSTOMER][NEUTRAL] Because I know when I got paid, um.
[CUSTOMER][NEUTRAL] They did take a payment out out of my check.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] it
[AGENT][NEUTRAL] Yeah it looks like your policy lapsed on [PII] um so let me get you over to customer service.
[AGENT][NEUTRAL] Um, to figure out why your policy lapsed, just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with American I'm sorry, this is [PII] in the claims department.
[AGENT][NEUTRAL] Um, I have Ms. [PII] on the phone.
[AGENT][NEUTRAL] She's trying to submit a um cancer claim online and they, and she got told that her policy is no longer active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do show her last policy lapsed um 9921-2024. Can you help um explain or figure out why her policies are lapsed?
[CUSTOMER][NEUTRAL] Mhm. Sure. Um, do you have the policy number?
[AGENT][NEUTRAL] The um last policy number is 252-6789.
[AGENT][NEUTRAL] And that's the one that laps 9:21.
[CUSTOMER][NEUTRAL] All right. Let me just a second to pull it up.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over.
[AGENT][NEUTRAL] OK, I have verified everything and do you want her callback number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, got it.
[CUSTOMER][POSITIVE] Right, thank you.
[AGENT][POSITIVE] All right, thank you. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.