AccountId: 011433970860
ContactId: 78badf5e-5fbb-4ea3-9bd1-18b40f385a81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219339 ms
Total Talk Time (AGENT): 72410 ms
Total Talk Time (CUSTOMER): 78656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/78badf5e-5fbb-4ea3-9bd1-18b40f385a81_20250411T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hey, this is [PII]. I, I don't know if you look me up by my name or this policy number.
[AGENT][NEUTRAL] Um, yeah, let me try the policy number if you don't mind.
[CUSTOMER][NEUTRAL] The policy number I have is 141.
[CUSTOMER][NEUTRAL] 6327
[AGENT][NEUTRAL] OK, Ms. [PII], I just need to verify a few pieces of information. Can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your birthday?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your um address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like I have a PO box.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] God, let me see if I remember what that was. PO Box.
[CUSTOMER][NEUTRAL] I think it was 163 Dora 35062.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That sound right
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] It's been a minute since I used that. I'm sorry.
[AGENT][NEUTRAL] OK, do we need to change? Did you have a question on a a claim or how can I help you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Actually, I'm having a procedure done on Monday and they're telling me my, my policy had terminated. When I call my employer, there's like, no, most certainly has not.
[CUSTOMER][NEUTRAL] And the woman gave me a hard time to begin with, [PII], so that's why I'm calling.
[AGENT][NEUTRAL] Oh yeah, I understand. Yeah, I, I showed this terminated way back in [PII].
[AGENT][NEUTRAL] Um, who's your
[CUSTOMER][NEUTRAL] OK, but she said we still have a Jefferson County Medical Foundation Trust.
[CUSTOMER][NEUTRAL] Or Jefferson County Medical Society.
[CUSTOMER][NEUTRAL] So maybe it's got a new policy number then.
[AGENT][NEUTRAL] Yeah, I, I looked in our system and I don't have any other policy active. I would check with your human resources.
[CUSTOMER][NEUTRAL] I just did and she said, we still have y'all, that's why I'm calling.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah, I don't, I, I have policy effective [PII] and then it was terminated [PII].
[AGENT][NEUTRAL] So she would need to access her our account online um or give us a call because I don't, I don't have you active. And let me see, let me check your.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is there a way?
[AGENT][NEUTRAL] Check your group number real quick.
[AGENT][NEUTRAL] And it wouldn't be under any other name, is that correct?
[CUSTOMER][NEUTRAL] Jefferson County Medical Society or Jefferson County Medical Foundation Trust. Jefferson County.
[AGENT][NEUTRAL] I mean for yourself.
[CUSTOMER][NEUTRAL] Oh, me? No, it's just me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't have that group um active with us, so I don't I I assume you'll probably change to a different carrier.
[CUSTOMER][NEUTRAL] She said it was still y'all. All right, let me um let me call my boss back. All right, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye.