AccountId: 011433970860
ContactId: 90f3c348-1a71-4d30-9823-5a03c75f12c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396410 ms
Total Talk Time (AGENT): 136091 ms
Total Talk Time (CUSTOMER): 73005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/90f3c348-1a71-4d30-9823-5a03c75f12c6_20250212T17:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I'm trying to um get an update.
[AGENT][NEUTRAL] OK, are you wanting an update for a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK Ms. [PII], what is your callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] 258-7046
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And then the cell phone number that you gave or the phone number you gave to me to call you back, that's your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. Thank you very much.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. So I see the last um claim was reported on [PII]. Let me look it up.
[AGENT][NEUTRAL] OK, so the claim was denied.
[AGENT][NEUTRAL] It says this patient is ineligible for benefits due to the recession of his or her coverage.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] So I got denied.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because your policy was canceled.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How, hold on, how my policy was canceled?
[AGENT][NEUTRAL] Well, your policy is no longer active. It says this patient is ineligible for benefits due to the recession.
[AGENT][NEUTRAL] of his or her coverage.
[AGENT][NEUTRAL] Now if you would like for me to get somebody from the claims department to give you a call back and explain to you why they made the decision they made, I can do that for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and the number that you gave me is a good callback number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'm gonna put you on a brief.
[CUSTOMER][NEUTRAL] Because I get caught, I guess.
[CUSTOMER][NEUTRAL] Because I get called the other day and everything was good and then when I look back at my thing last night online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] My, I ain't see it no more, but it took my um.
[CUSTOMER][NEUTRAL] They granted, they all did my um direct deposit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] What I'm gonna do is I'm
[CUSTOMER][NEGATIVE] Cause I ain't quit no job.
[AGENT][NEUTRAL] Right, I'm gonna, um,
[AGENT][NEUTRAL] Have somebody from the claims department return your call.
[AGENT][NEUTRAL] I'm filling out a request for that right now.
[AGENT][NEUTRAL] So that you, while we're on the phone together that way somebody can return your call.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] I'm working on it. I haven't forgot you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sending it now it's it's submitting.
[AGENT][NEUTRAL] OK, I've got that request sent in for you so that somebody can give you a return call OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII]. I hope you have a blessed day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Mhm, thank you.
[AGENT][POSITIVE] You're welcome. You take care.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.