AccountId: 011433970860
ContactId: 950a222f-a049-43f2-a93e-81acf8c17665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89860 ms
Total Talk Time (AGENT): 28583 ms
Total Talk Time (CUSTOMER): 47099 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/950a222f-a049-43f2-a93e-81acf8c17665_20250404T15:30_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 the care team and I had a question on a policy on a payment situation. I'm kinda unsure what's happening here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what's the policy?
[CUSTOMER][NEUTRAL] 231-6266.
[AGENT][NEUTRAL] 231-62666, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much let's see um.
[AGENT][NEUTRAL] OK, this is on [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Well, I'm looking at there's a claim on file um 3582903.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the denial code says that's what I'm confused about.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Says only pending premium first notice EOB will print. We are awaiting information to confirm eligibility from benefits in a card.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I guess I just referring back to benefits in a card. There's no updates on the policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] There's not. I'm looking at it. Let me, let me just make sure I'm right here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am, that's right, he'll need to contact it.
[CUSTOMER][POSITIVE] OK, OK, perfect. All right, I will let them know thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day, OK?
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thanks.