AccountId: 011433970860
ContactId: 85628600-fd54-4183-a192-e206d4d726eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283579 ms
Total Talk Time (AGENT): 78541 ms
Total Talk Time (CUSTOMER): 111682 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/85628600-fd54-4183-a192-e206d4d726eb_20250429T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have [PII] on my back line, um, he's an agent, um.
[CUSTOMER][NEUTRAL] With group number 199.
[CUSTOMER][NEUTRAL] 93.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's calling he was calling initially about.
[CUSTOMER][NEUTRAL] Um, a member that was termed last year that was having problems filing a claim.
[CUSTOMER][NEUTRAL] But I noticed that we only have him paid up.
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Um, let me give you the policy number.
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][NEUTRAL] 1566168.
[AGENT][NEUTRAL] OK let me pull it up real quick.
[AGENT][NEUTRAL] Yeah, it looks like they did it by file uh let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can't remember where you.
[AGENT][NEUTRAL] It's like they submitted a file feed.
[AGENT][NEUTRAL] All right, no, come on boy.
[AGENT][NEUTRAL] So that we received it from the group.
[AGENT][NEUTRAL] Um, November of last year.
[AGENT][NEUTRAL] But they were, what um
[AGENT][POSITIVE] I apologize. I'm thinking a lot out loud.
[AGENT][NEUTRAL] Yeah, I have him termed as of [PII].
[CUSTOMER][NEGATIVE] Right, but we're calling because I, if I can't help him file a claim for this member until this coverage gets straight because once the claim is uploaded and there's no, it's showing us it's no premium since [PII].
[AGENT][NEUTRAL] Uh, well,
[CUSTOMER][NEUTRAL] So we're gonna either deny or the claim will be denied.
[AGENT][NEUTRAL] Would you give me that policy number real quick?
[AGENT][NEUTRAL] I, I apologize. I'm looking at a different.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 1566168.
[CUSTOMER][NEUTRAL] In the lion, I'm in lion, I'm sorry.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I have them paid through [PII] of 24.
[CUSTOMER][NEUTRAL] In Lion?
[AGENT][NEUTRAL] Mhm. 156-6168.
[AGENT][NEUTRAL] What's the name on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, that's, oh well, yeah, that I just have [PII] is probably a dependent.
[AGENT][NEUTRAL] Let me see here. [PII]
[AGENT][NEUTRAL] Yes, I have page you date [PII].
[CUSTOMER][NEUTRAL] And you're online.
[AGENT][NEUTRAL] They had, yes, ma'am. They've had uh 4 different policies, but the last one went from [PII].
[CUSTOMER][NEUTRAL] I must be in, hold on a second.
[CUSTOMER][NEUTRAL] Maybe I'm in a different line. Did I pull up the QA? Lord have [PII]. I don't pull up the QA.
[CUSTOMER][NEGATIVE] I should have known when it took so long to load.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, I'm in the QA. I'm not in the production. Oh my [PII]. OK, cause I was like, we, why is he showing active?
[CUSTOMER][POSITIVE] It was great because he was showing active. He was showing active, but we didn't have any, there we go. OK. I'm good now. I was in the QA instead of the production.
[AGENT][NEUTRAL] Oh, that's strange.
[AGENT][POSITIVE] Yeah, those, they, they look just alike, so it's easily done.
[CUSTOMER][NEUTRAL] I need to remove that from my desk.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I was like, how did we, how is he still active and we ain't got premiums since [PII].
[AGENT][NEGATIVE] They should have some kind of difference.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, now it's making sense. OK, I'm good now. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Yes, ma'am. Have a great day.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye.