AccountId: 011433970860
ContactId: 568e41b2-822f-4832-9524-43fd05415325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126419 ms
Total Talk Time (AGENT): 41867 ms
Total Talk Time (CUSTOMER): 69607 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/568e41b2-822f-4832-9524-43fd05415325_20250507T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing today?
[AGENT][NEUTRAL] I'm fine thanks how are you?
[CUSTOMER][NEUTRAL] I'm good. um, I was just wondering if you could help me um answer a question on a claim if I give you the policy and claim number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, policy number is 252-238-3.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the claim number it should be for [PII] um the claim number is 3597555.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was reading in the notes that the benefit period on this I guess is a calendar year or from [PII] [PII].
[CUSTOMER][NEUTRAL] So I'm just wanting to make sure I tell her this correctly, she's understanding that the claim was denied because the chemo was done before was done before the [PII], so she's just wanting to know when I guess the benefits start over.
[AGENT][NEUTRAL] Right, so it would be after the, the, um, the [PII], the [PII], so it's a 12 month.
[AGENT][NEUTRAL] Um, benefit period, it doesn't go by calendar year, um, and so that 12 months runs from [PII] and so starting on actually [PII], that's when the full amount will be available again. It will the benefit will renew.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome I just wanted to make sure I understood that correctly and was giving the right information so I will pass that along thank you for helping me with that. I appreciate you.
[AGENT][POSITIVE] Uh, sure, no problem, you're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Thanks you too bye bye.