AccountId: 011433970860
ContactId: 69a8f084-857e-4398-a39b-9c8137f41b0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433839 ms
Total Talk Time (AGENT): 168690 ms
Total Talk Time (CUSTOMER): 83591 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/69a8f084-857e-4398-a39b-9c8137f41b0d_20250127T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was checking the static on my uh.
[CUSTOMER][NEUTRAL] My claim?
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Oh, OK, [PII]. What's the policy number?
[CUSTOMER][NEGATIVE] Oh, I don't have it with me.
[AGENT][NEUTRAL] Your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have an ID card?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what type of policy do you have, [PII]?
[CUSTOMER][NEGATIVE] Uh, cancel.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your complete mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth and email address, please.
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what did you say?
[AGENT][NEUTRAL] Your email
[CUSTOMER][NEUTRAL] Alright [PII] 0.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like we have an iCloud, uh, email address on file.
[CUSTOMER][NEUTRAL] Oh, that's, that's my wife one.
[AGENT][NEUTRAL] Can you verify or do you want me to update?
[AGENT][NEUTRAL] To the one you gave me.
[CUSTOMER][NEUTRAL] Uh, I think it's
[CUSTOMER][NEUTRAL] I think it's [PII] uh 302 something.
[CUSTOMER][NEUTRAL] You me up for my.
[AGENT][NEUTRAL] No, do you want me to update it to yours or?
[CUSTOMER][NEUTRAL] Oh, you can add it to it then.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Yeah, you're gonna do it.
[AGENT][NEUTRAL] OK, give me your email address again please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back to you. OK, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that information and you said that you're checking on a claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me get that information for you.
[AGENT][NEUTRAL] You know, the last activity on your claim was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Have you received something in the mail from American Public Life?
[CUSTOMER][NEUTRAL] Uh, no what they thought I talked to somebody that said, uh.
[CUSTOMER][NEUTRAL] Uh, it was on uh review.
[CUSTOMER][NEUTRAL] And I also wanna uh
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And she told me to call, and she told me to call back that Monday, but I didn't call back because I had to go back to the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I'm still looking.
[AGENT][NEUTRAL] OK, so there was an explanation that was mailed to you, [PII], um, so your claim processed on the [PII], it would have been mailed out.
[AGENT][NEUTRAL] Um, to your address that you verified the next business day, but I'll read to you what the remark code says on the claim, OK?
[AGENT][NEUTRAL] It says that the condition you are filing has been determined to be uh pre-existing. No benefits are payable for any loss incurred during the pre-existing condition exclusion period following the effective date of your policy. And so treatment beginning [PII] will be covered under the policy, but anything prior to that was determined to be pre-existing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Meaning you had it prior to your policy becoming effective. So there was no payment made.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that what they say?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] That would the policy say? I mean, that was the.
[CUSTOMER][NEUTRAL] The paper say
[AGENT][NEUTRAL] Yeah, so we, right, we've processed your claim on [PII] and mailed you an explanation of benefits and on that explanation of benefits that that remark that I just read is listed on the back of the explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, cause I never received nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You gave me [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's the address that it was mailed to?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can also download a copy of it, of the, the explanation of benefits from our online service center. I can give you that address and then assist you in creating an account if you would like.
[CUSTOMER][NEUTRAL] No, that's all right. I'm gonna wait and check and see.
[AGENT][NEUTRAL] OK. All righty. Did you have any other questions, uh, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][NEUTRAL] OK, well thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] And [PII], I didn't get a good