AccountId: 011433970860
ContactId: 86738b8d-135c-4210-9007-0b52328cffbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302839 ms
Total Talk Time (AGENT): 116036 ms
Total Talk Time (CUSTOMER): 117560 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/86738b8d-135c-4210-9007-0b52328cffbe_20250417T16:54_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], my name is [PII], and I am with Washington University. I have a claim that is showing it denied for the patient's premium wasn't paid. So I was just calling to see if the patient did pay their premium and if the patient was active.
[AGENT][NEUTRAL] OK, I can help you with the client, Ms. [PII]. Um, what is your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Definitely, uh, area code [PII], and that's my direct line.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth? [PII].
[CUSTOMER][NEUTRAL] And the member's ID is [PII] as in dog 42018657?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you spell [PII]'s last name for me?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, let me look him up by name. Did you already, um, talk to 90 degree benefits or have you spoke to them before?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Cause I'm
[CUSTOMER][NEUTRAL] No, I, uh, I've got everything off, uh, APL's website.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, alright, let me go ahead and see if I can find this member real quick.
[CUSTOMER][NEUTRAL] Uh, you know what, let me give you this policy number that's on the EOB on APO's website 0 let's see here, uh, 01970035.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] That sounds great. Thank you. I appreciate you doing that.
[CUSTOMER][NEUTRAL] OK, I'm like because it's showing on policy number, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, let's look. I've got it pulled up. Thank you so much for verifying that for me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Do you happen to know the claim number?
[CUSTOMER][NEUTRAL] Yes ma'am. Claim number is 3,573,260.
[AGENT][NEUTRAL] OK, let me look that claim number up real quick.
[AGENT][NEUTRAL] 60 OK yeah let me see if there's any remarks on this one.
[AGENT][NEUTRAL] OK. I'm still getting the same remark, um, waiting eligibility, but with that being said, I
[AGENT][NEUTRAL] See that this policy terminated on [PII].
[AGENT][NEUTRAL] Let me see if he has another active policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, he is right. He's no longer insured with us at this time. I don't see any active policies.
[CUSTOMER][NEUTRAL] Holy moly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so that is why.
[CUSTOMER][NEUTRAL] Wow, [PII].
[CUSTOMER][NEUTRAL] I don't blame you guys I don't blame everybody for canceling this.
[AGENT][NEUTRAL] Yeah, [PII], yes.
[CUSTOMER][NEUTRAL] Oh, so [PII], OK, um, when did the when did that policy start so I can make sure I have a correct effective and termination date for our system.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Absolutely, um, it, the effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, [PII], thank you so much for all your help. Do you guys have call reference numbers for this or is it just your name and today's date?
[AGENT][NEUTRAL] I'm in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for all your help I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and thank you for calling APL and have a wonderful [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Mm bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.