AccountId: 011433970860
ContactId: 66347d85-40cf-4713-b004-142c72900b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167720 ms
Total Talk Time (AGENT): 72161 ms
Total Talk Time (CUSTOMER): 92223 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/66347d85-40cf-4713-b004-142c72900b6f_20250225T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] Good. Well, I, I think once we get this taken care of, I think it'll be OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here's the thing, um, I no longer have APL, but you can look it up, but you need the claim number or the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, well, 1st may I have your name and a good contact number and then the policy number?
[CUSTOMER][NEUTRAL] Oh [PII] and the phone number is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And then your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02148241.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah. Sure, sure.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the email is uh the [PII].
[CUSTOMER][NEUTRAL] Sorry, it's, it's really long, so.
[AGENT][NEUTRAL] No, it's OK. And then just your mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um which claim number do you have?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] No, the claim I got is uh 356-458-2.
[AGENT][NEUTRAL] OK, hold on, let me.
[CUSTOMER][NEUTRAL] It says on the other side it says these services were rendered.
[CUSTOMER][NEGATIVE] After coverage was terminated, so I, I had something done, but I don't know why they sent a claim to you guys. I told them I no longer have this insurance, and they did it anyway, which is basically their 3rd strike, and I'm getting a brand new uh doctor.
[AGENT][POSITIVE] Oh, well, um, in terms of the claim, there's really nothing to worry about. Now, just for the doctor's office, they probably sent it to us because this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know you told them not to, but they probably sent it to us because it's in the system and it it just automatically bills, so it wouldn't be something they could catch unless they took you out.
[CUSTOMER][NEUTRAL] Oh, I didn't know they did.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, I see, I see.
[CUSTOMER][NEGATIVE] Well, the thing, yeah, well, the thing is I've been at my new job for, for a year and I don't know why they did this.
[AGENT][NEUTRAL] Oh, well, I would just, just for this claim, I would just say to go ahead and disregard it and then with the doctor's office, just make sure they take us off, but they, they, if it's in there, they have to bill it, so.
[CUSTOMER][NEUTRAL] Yeah, see, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll let him know.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You bet.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.