AccountId: 011433970860
ContactId: 98ba7e00-f866-436b-bf5a-25c7ebaec8f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213470 ms
Total Talk Time (AGENT): 73787 ms
Total Talk Time (CUSTOMER): 79056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/98ba7e00-f866-436b-bf5a-25c7ebaec8f2_20250226T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling for provider to check on additional information about the claim that has been rejected. Please note this call will be monitored and recorded for quality and training purpose. Uh, before proceeding with the call, will you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Of course, and I can definitely check on that claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have policy number 21359, but
[CUSTOMER][NEUTRAL] As per previous.
[CUSTOMER][NEUTRAL] Paid claim, it's a different ID.
[AGENT][NEUTRAL] Yeah, that's a bit too long to be one of our policy numbers. Um, do you maybe have that claim number? I can look that way.
[CUSTOMER][NEUTRAL] Yeah. Claim number is
[CUSTOMER][NEUTRAL] 35598005
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, what was the name and date of birth for this member, [PII]?
[CUSTOMER][NEUTRAL] Member name is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim did deny as the services were rendered after the coverage was terminated. Uh, this policy did terminate [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK. When I checked the previous payments which is on [PII] only. OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII] only with the payments after that one. OK, effective date of the policy, please.
[AGENT][NEUTRAL] Uh, the effective date was [PII].
[CUSTOMER][NEUTRAL] OK. After term date [PII], is there any policy renewed?
[AGENT][NEUTRAL] Uh, not that we have. If they have anything, it would be through a different carrier.
[CUSTOMER][NEUTRAL] OK. When this claim was denied?
[AGENT][NEUTRAL] Oh, give me just a moment, let me get that.
[AGENT][NEUTRAL] OK, uh, so the claim was received [PII], and it was processed [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no policy was renewed. Thank you, [PII]. Will you please provide me the call reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, thank you. Thanks for your assistance. Have a great day, bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.