AccountId: 011433970860
ContactId: 67a9ccef-63bb-46fc-9de1-a9bdb18cb738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206279 ms
Total Talk Time (AGENT): 86862 ms
Total Talk Time (CUSTOMER): 120058 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/67a9ccef-63bb-46fc-9de1-a9bdb18cb738_20250226T22:29_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, I'm just trying to figure out I got American this is I, I don't understand our policy. It's, I'm a spouse and it says what the charge was and then it's saying it was, uh.
[CUSTOMER][NEGATIVE] It was denied and I'm trying to figure out why.
[AGENT][POSITIVE] Well, it would be my pleasure to help you with that. Do you have that claim number available?
[CUSTOMER][NEUTRAL] I sure the claim number is of claim is uh.
[CUSTOMER][NEUTRAL] Patient's account, would that work?
[AGENT][NEUTRAL] Um, if you've got the policy number, that would be fine.
[CUSTOMER][NEUTRAL] Poll, oh, I got the claim number. I got the claim number right here. I'm sorry, 356-6608.
[AGENT][NEUTRAL] It's gonna be a reference.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright thank you and what is your name please ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Alright, thank you. Alright, and this is for data service 930-2024?
[CUSTOMER][NEGATIVE] Mhm you said services were rendered after coverage was terminated and that that's a remark description. I don't understand that.
[AGENT][NEUTRAL] Sure, I can help you with that. Now, I'm showing that this policy actually is no longer active as of [PII].
[AGENT][NEUTRAL] And the date of sorts.
[CUSTOMER][NEUTRAL] OK, so maybe they
[AGENT][NEUTRAL] And what happened is they might have had the APL policy information on file and filed a claim with us.
[CUSTOMER][NEUTRAL] That's probably what it was then, OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, but because um the policy was not active for the data service that we were not able to provide benefits.
[CUSTOMER][NEUTRAL] Well, I can see, yeah, because it was, it was because I switched it. I forgot about them switching that. I'm so sorry. I'm just.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] After my day, I'm just, I'm over it. I'm just like, what's new?
[AGENT][NEGATIVE] Oh, no. And then you get that denial, right?
[CUSTOMER][NEUTRAL] Yes. Well, I tell you something is ready like some medicine you're waiting on because it's 180, you know, it's 180, it's for 90 days and you, you drive 30 minutes to go over to get it and then you stand in line for 45 minutes. Well, that's not here.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] No, they did not.
[CUSTOMER][NEUTRAL] Yes ma'am, it is
[CUSTOMER][POSITIVE] Oh yes, I did. I called yesterday. It's here. I said, OK, I'll pick it up on today, uh, you know, when I get off work. I go over there, stood in line, pick, took my grandson out of school because I take care of him. And guess what? They don't have it. I said, really? And I got, I got loud and people were looking at me. I know I'm a very quiet, don't give me that pissed me off and I'm so sorry you're haven't listened to me.
[AGENT][NEGATIVE] I think I would be frustrated too. I can definitely understand your frustration on that. I mean, don't tell me it's here and then I come all the way and then it's not here.
[CUSTOMER][NEUTRAL] It went all over me.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Uh, it, it just went all over me. I'm done. I'm, I've already called another pharmacist. They said as soon as you get this one refill, when it goes refill, I don't have to, I can switch it over, you know, and I'm just like, if I'm done with these people. Never used them before, but it sounded OK. But you have a good day and thank you for listening to me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sometimes
[AGENT][POSITIVE] Sure, Ms. [PII], it's my pleasure. And you have a lovely evening now that you got all your frustration out.
[CUSTOMER][NEUTRAL] I'm, I'm
[CUSTOMER][NEUTRAL] I'm going to. I'm not doing anything. I'll talk to you later. Thank you. Bye-bye. [PII] you.
[AGENT][POSITIVE] You have a lovely evening. Thank you for calling.