AccountId: 011433970860
ContactId: 99e3c50c-a360-4981-bc93-820af3805658
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171649 ms
Total Talk Time (AGENT): 74920 ms
Total Talk Time (CUSTOMER): 61465 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/99e3c50c-a360-4981-bc93-820af3805658_20250123T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, can you look at this, uh, so if there's a claim, it's on hold pending premium payment.
[CUSTOMER][NEGATIVE] But the January bill says it's paid in full, so I, I don't, she's asking me why they on hold and I'm like, uh, I really don't know. Can you look at this with me?
[AGENT][NEUTRAL] Um, I can do my best, but that's definitely gonna be claims, but I will definitely look at it. Let's see what's the um.
[CUSTOMER][NEUTRAL] Oh, it's claims, OK, I'm sorry, I thought because of the invoice, OK.
[AGENT][NEUTRAL] Let, let me just look at it for you real quick. No worries. What's that, what's that policy number?
[CUSTOMER][NEUTRAL] Um, it is, well, I have the group number, um, hold on.
[AGENT][NEUTRAL] OK, just a second let me get to that. OK, go ahead. What's that group number?
[CUSTOMER][NEUTRAL] 254-09.
[AGENT][NEUTRAL] Sophie B. Wright charter school.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the name on the policy?
[CUSTOMER][NEUTRAL] It is [PII]. Um, it's policy number 2184473.
[AGENT][POSITIVE] Oh, I'll make it.
[AGENT][NEUTRAL] What's that number again?
[CUSTOMER][NEUTRAL] Um, 218-447-3.
[AGENT][NEUTRAL] 21844732 0 there he is [PII] right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It says they're paid through January.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Oh yeah, that's gonna, uh, let me, let me look at the notes. Yeah, cause I see maybe it was just a plot. Let me look back at that. I get my fingers to work right.
[CUSTOMER][NEUTRAL] The claims.
[CUSTOMER][NEUTRAL] No, you're fine. I was just thinking because of the billing. I did, I just went straight to group bill. I mean, I knew I had to do both, but I didn't know which one to do first.
[AGENT][NEUTRAL] Oh, no, I understand.
[AGENT][NEUTRAL] Why is this
[AGENT][NEUTRAL] Uh, it's making me put in a note. Uh.
[AGENT][NEUTRAL] OK that first.
[AGENT][NEUTRAL] Seriously.
[AGENT][NEGATIVE] Get too much in a hurry.
[AGENT][NEUTRAL] So it looks like no it was done on the [PII] yeah claim's gonna have to answer that question because we have them paid through the [PII] unless it's happened since, but I don't know that we hold it for that when that happens, um, it's paid up, it's paid up to date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure I wasn't looking at something wrong right thank you.
[AGENT][NEUTRAL] I like, I'm gonna hang up so you can get over to claims.
[CUSTOMER][NEUTRAL] Yes, alright. Bye-bye.
[AGENT][NEUTRAL] OK, bye.