AccountId: 011433970860
ContactId: 5588739e-1632-42cd-add0-3874016085aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299339 ms
Total Talk Time (AGENT): 116351 ms
Total Talk Time (CUSTOMER): 88395 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5588739e-1632-42cd-add0-3874016085aa_20250527T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm trying to figure out when did I have insurance and when did they cut it off.
[AGENT][NEUTRAL] OK, I can get that effective date in that uh termination date. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, um, I can also start using your social.
[CUSTOMER][NEUTRAL] I just, I, I just, I just know that I, I just, oh yeah, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Uh, one moment please.
[AGENT][NEUTRAL] OK, just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we had on file for you. It looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that information. OK, give me just a moment because it looks like you had a couple of policies with us.
[AGENT][NEUTRAL] OK, yeah, so you had a dental policy and a short-term disability policy. Uh, the effective date for both of those was [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that termination date for both was [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. During that time I had went to the uh.
[CUSTOMER][NEUTRAL] Uh, due to, due to placing, they didn't cover my bills, so I was just trying to see what was going on with that.
[AGENT][NEUTRAL] Sure, OK, I can see if we received those claims. Give me just a moment.
[AGENT][NEUTRAL] OK, I'm not showing that we received any claim information uh for your dental policy, [PII]. So if you've got that information, uh, you can absolutely still file that claim as long as it was during that time in which your policy was active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And you said it was between September of when?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So what that was about a month?
[AGENT][NEUTRAL] Uh, just a few months it looks like.
[CUSTOMER][NEUTRAL] Alright, let me, let me, let be professional write down these exact dates.
[CUSTOMER][NEUTRAL] And you said it started in September.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Until [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] So I guess I just need to call. I'm about to call and find out when I went.
[AGENT][NEUTRAL] Absolutely and then uh I would request that itemized statement that shows uh the procedures that you received uh and then you can uh send that claim information to us. uh I've got a mailing address and a fax number I can give you.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Yeah, it was just a regular job.
[CUSTOMER][NEUTRAL] Uh, can you email it to me?
[AGENT][NEUTRAL] Sure, did you want me to just send it to that uh Gmail account that we have on file for you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, yeah, I can send that to you, absolutely. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah, that, that'll work. Thanks so much. OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.