AccountId: 011433970860
ContactId: 856c05f5-ea2b-438a-8699-dce07a251dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287640 ms
Total Talk Time (AGENT): 139483 ms
Total Talk Time (CUSTOMER): 106831 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/856c05f5-ea2b-438a-8699-dce07a251dce_20250319T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], this is [PII], and I had a knee replacement surgery because of an injury last year and I was wondering how I go about filing for that.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK Miss Miss [PII], I can help you.
[CUSTOMER][NEUTRAL] I think I've only filed once and OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I could definitely help you file a claim, Miss [PII]. Can I please get your um policy number?
[CUSTOMER][NEUTRAL] Yes, 00657652.
[AGENT][NEUTRAL] OK, let me get that policy pulled up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'm also going to need for you to verify your address, the phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] phone number is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What was the other thing?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK, I'm sorry, I've got another call coming in. I got distracted.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It is all, it's all lowercase [PII].
[AGENT][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. OK, so let me look real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this policy number that you gave me is a cancer policy. Let me see if you have.
[AGENT][NEUTRAL] OK. I'm only showing that you have a cancer policy with us, Miss [PII], but you said it was last year, so it could have been on, let me look one more time.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, um, they, they paid me back in um [PII].
[CUSTOMER][NEUTRAL] And it wasn't cancer and when I.
[AGENT][POSITIVE] I do show that you had, right.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh no, that's OK, go ahead.
[AGENT][NEUTRAL] You, you had a Medlink policy with us with supplemental insurance that was uh secondary to your primary that helped with deductible copay and co-insurance, but that policy term inly 1st of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Wonder why they paid me in [PII] then.
[AGENT][NEUTRAL] Now they may have paid you if you filed um claims you know we don't have a timely filing limit on our claims so you may have filed a claim during that time let me look and see.
[AGENT][NEUTRAL] Yes, I do show that you got paid on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It paid a claim um that was dated from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now.
[AGENT][NEUTRAL] So it wasn't filed until [PII], but it was for that date of service while the policy was still active.
[CUSTOMER][NEUTRAL] OK, so what I have now is strictly cancer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I wonder why that now explain to me again why that changed.
[AGENT][NEUTRAL] Explain to you again why, why what, ma'am?
[CUSTOMER][NEUTRAL] Why why that changed from what was it [PII] is that what it was?
[AGENT][NEUTRAL] Yeah, a link policy that was through your employer Cato Mills Independent School District.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEGATIVE] And, and then when you, that's a policy that you can't support, you can't take with you. So I guess whenever you, you left, you, you know, you had to lose it because you were no longer employed with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK, well that answers my questions then.
[AGENT][NEUTRAL] Yes, ma'am. OK, is there anything else I can help you with or do you have any further questions, Ms. [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, well, you have a wonderful night and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome