AccountId: 011433970860
ContactId: 7af49fb0-e435-4157-80dc-c784b19e2afd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 800359 ms
Total Talk Time (AGENT): 159732 ms
Total Talk Time (CUSTOMER): 167744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7af49fb0-e435-4157-80dc-c784b19e2afd_20250203T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] I'm doing well, thanks for asking. Um, [PII], I am calling because I received a denial from one of the things that was submitted, um, to you guys on my behalf of the procedures that I've been, I've had, um, and I spoke, they have denied it saying that my policy had terminated, and I spoke to somebody about a month ago and they said that my policy had turned 724.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 2024, but I did speak to my HR and I've never had a lapse in coverage. I mean they continue deducting the payment from my paychecks, um, so she did send out an email and she says that everything was updated. I just wanna make sure everything's updated because I continue getting um.
[CUSTOMER][NEUTRAL] And um statements and I just wanna make sure to see if we can go ahead and send back these claims through your process.
[AGENT][NEUTRAL] Yeah, let's take a look. Um, what is the policy number? Do you have that, [PII]?
[CUSTOMER][NEUTRAL] Yes, 01
[CUSTOMER][NEUTRAL] 895252
[AGENT][NEUTRAL] All right, thank you so much. Let me pull this up here. And then if I could just verify your date of birth and address.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And the uh just [PII], is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK. And was, do you remember the date of service for the claim or anything like that?
[CUSTOMER][NEUTRAL] Yeah, I have a couple, but the ones that I have like right now is one for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I have another one for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] Um, when I talk to.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have something along the lines as well in August. I just don't remember the date of August.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Do you know what when they had sent the email over [PII] did they give you a date or anything like that?
[CUSTOMER][NEUTRAL] Um, let me see when I spoke to. So I spoke to [PII] on [PII], so it must have been around those days, [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, yeah, I see the notes in here that you had called us on the [PII], so I wasn't sure it was the same date or a different date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I mean, I'm hoping it was around, because she says, because she even, the HR um person told me that they like I'm, um, like in all the invoices that they sent to them my name appears there, so like, obviously I should be active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I need to place you on just a brief hold, [PII], let me check into this um do you mind holding the line one moment?
[CUSTOMER][POSITIVE] Go ahead, not a problem.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Please
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We don't even
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's just go to customer service.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's try customer service.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you doing this morning?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good. Hey, can I give you a policy number?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK, the policy number is gonna be 01895252.
[AGENT][NEUTRAL] And it should come up for [PII].
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] So she called in her policy lapsed, you can see, and she called in on [PII]. It's not supposed to be and then she said that her employer sent us an email about the policy supposed to still be active because it's being payroll deducted so I is that something that you guys can help her with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, we can. Um, let's see, called eligibility.
[CUSTOMER][NEUTRAL] OK. I can go ahead and take her.
[AGENT][NEUTRAL] OK, thanks so much. I'm just gonna pop back over and let her know I'm gonna transfer because I wasn't sure so I don't want a blind transfer. It'll be just a second, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Yes, no problem.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for waiting. I'm sorry for the long hold I have somebody on the line over in customer service that is gonna help you with this. They're checking into the email and all that and the policy status so I just wanted to touch base with you before I transfer you to the other agent, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] Ms. [PII], hi, good morning. How are you?
[CUSTOMER][POSITIVE] Hello, I'm doing good. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, thanks for asking.
[CUSTOMER][NEUTRAL] All right, Ms. [PII], I was just advised that your policy has been canceled and it's supposed to remain active, uh, Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And we previously um received an email.