AccountId: 011433970860
ContactId: 90412058-2124-478a-b80f-b297fa54154c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237339 ms
Total Talk Time (AGENT): 108778 ms
Total Talk Time (CUSTOMER): 97679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/90412058-2124-478a-b80f-b297fa54154c_20250102T14:21_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII]. Uh, I would like to know how much is remaining for my patient, and I would like to get a fax of benefits as well.
[AGENT][POSITIVE] Sure, I can assist you with that. I didn't catch your name. Could you provide me your name again and spell it out for me if you don't mind?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. Yes, like that.
[AGENT][POSITIVE] Can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the policy number of the member?
[CUSTOMER][NEUTRAL] The policy number will be 02464566.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patients will be [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Thank you. You're calling in regards to this policy eligibility. The policy was terminated [PII], and there's no active policy here with American Public Life.
[CUSTOMER][POSITIVE] 00, OK. Uh, OK, perfect then.
[CUSTOMER][NEUTRAL] So, but it, it was shown active on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, and I remember that I get a fax and it was uh $1280 remaining for that day.
[AGENT][NEUTRAL] OK, so this is a third party administrator?
[AGENT][NEUTRAL] So once we receive information if they contact us and tell us that the policy was terminated.
[AGENT][NEUTRAL] Then we have to terminate the policy, but we have to wait until they verify, notify us that the policy was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so what can we do like to be sure about that?
[CUSTOMER][NEUTRAL] Because I received a fax like one week uh before but I was checking just in case because we changed the year.
[AGENT][NEUTRAL] Right, but we are third party administrators I just expressed. The policy was terminated. So once we received that information, we can't terminate a policy until the [PII], the administrator contacts us and let us know that hey, we have not received the premium for this policy such as such mean oftentimes.
[AGENT][NEUTRAL] So now the policy has to be terminated. We can't terminate it until they contact us to inform us about that information. However, if we don't receive that information, we're still gonna, it's gonna show in our system that the policy is still active, so you probably call when the policy was not still showing active until we receive the termination notification.
[CUSTOMER][NEUTRAL] Uh, OK, they are, give me one moment, I.
[CUSTOMER][NEUTRAL] OK, and do you think that I can get like a reference number for this call?
[AGENT][NEUTRAL] We don't provide those flow. However, you can use my name and today's date as a reference is [PII], and today's date is a reference.
[CUSTOMER][POSITIVE] OK, perfect. OK, well, thank you for your time and help and I will call the patient right away.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You do the same. Goodbye.