AccountId: 011433970860
ContactId: 69a126ce-af35-4779-8ea4-d5f5a92d0816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292119 ms
Total Talk Time (AGENT): 107035 ms
Total Talk Time (CUSTOMER): 86671 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/69a126ce-af35-4779-8ea4-d5f5a92d0816_20250124T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm sorry, my name is [PII], and I received, I've actually received a couple of denials from claims that providers have submitted. And I spoke to my HR department and they don't, because they're stating that my, my, my, um, policy has been terminated. I spoke to my HR department and she's saying that no, that my policy is active. I mean they do take out my payment every 2 weeks for this policy, so I don't know.
[AGENT][NEUTRAL] OK, alright, Ms. [PII], I can help you with your with your claim information. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I, 01.
[CUSTOMER][NEUTRAL] 895252
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] So the address is [PII]. Email address is [PII]. What was the other thing you asked me that was on file?
[AGENT][NEUTRAL] And then the number that you gave me in case the call gets disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] That should be the same number on 5.
[AGENT][POSITIVE] Yes, ma'am, thank you. I appreciate you verifying your policy for me.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You baby.
[AGENT][NEUTRAL] OK. I am seeing that the
[CUSTOMER][NEUTRAL] They're not saying that.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] The policy terminated on [PII]. Are you still with the group Southern Winds?
[CUSTOMER][NEGATIVE] Yes, and they've been deducting my payment.
[AGENT][NEUTRAL] You are
[CUSTOMER][POSITIVE] Thanks forever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so if you can, I'm gonna have to refer you back to your employer and let them know that we are showing that the policy lapsed on [PII].
[AGENT][NEUTRAL] And that if the policy should be active, they need to send in an email to us and let us know that we need to reactivate the policy.
[AGENT][NEUTRAL] Um, now, I
[CUSTOMER][NEUTRAL] OK, and, and where would, where would be the email?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so it's [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Awesome. OK, can I have a reference number to this call, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great weekend. We appreciate you calling APL, Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.