AccountId: 011433970860
ContactId: 9d8111fa-844c-40ff-b591-b590ad62b586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296779 ms
Total Talk Time (AGENT): 80616 ms
Total Talk Time (CUSTOMER): 140772 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9d8111fa-844c-40ff-b591-b590ad62b586_20250501T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] OK, [PII], I got a bill.
[CUSTOMER][NEUTRAL] From my, uh, healthcare, my doctor, and there was a, a 96.76 uh balance due. I gave them a call and they said that that's from a charge from APL and I don't have APL.
[CUSTOMER][NEUTRAL] I had APL a couple of years ago.
[CUSTOMER][NEGATIVE] And I'm like, well, well, they shouldn't be charging you anything. And they said, oh, it's a deductible from them. And I go, I, I'm not on there. So I called my HR department and they said, uh, yeah, you're not on them. I see there, I could see who they are, who has, and they said, one, you're not on there. And so they gave me your number to say, OK, why are you charging a deductible for a doctor this year that I'm not, I'm not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Even enrolled.
[AGENT][NEUTRAL] OK. Do you, do you by chance have the old policy number or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I, I'll give you my last name [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah this number [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your first name?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Let me pull up your old policy and see what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just need a few pieces of information. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address looks like a work email.
[CUSTOMER][NEUTRAL] And your work, my work email would be my last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you know what doctor that was?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Uh his name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] They're with the AHF uh practice, I guess.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Because it looks like your policy terminated [PII].
[AGENT][NEUTRAL] And then looks like it's.
[CUSTOMER][POSITIVE] Correct and this was.
[CUSTOMER][NEUTRAL] This was February.
[AGENT][NEUTRAL] Yeah, it looks like, uh, I think it came from the doctor. Let me check.
[AGENT][NEUTRAL] I don't know if they just hadn't updated their system or or what happened.
[AGENT][NEGATIVE] Um, because we, we denied the claim, um, we didn't pay for it.
[AGENT][NEUTRAL] Um, let's see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like they submitted a claim for 28634.
[CUSTOMER][NEUTRAL] Cause when I
[AGENT][NEGATIVE] And we just denied it. You're, you're not covered um anymore since your policy terminated.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he says, they're saying that, OK, OK, so you denied it, so I have to go back to them and say, you, you shouldn't.
[CUSTOMER][NEUTRAL] APL is no longer one of my providers, so I don't have to pay. I just have to pay my copay, correct?
[AGENT][NEUTRAL] Um, I don't, I don't know what insurance you have that it would be processed under so I can't really speak to what you would owe. I just know from our perspective we, we did receive the claim and then we denied it, so and they got notice of that too. We let them know that your policy was terminated.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, let me call them back again then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much. Thank you very much.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] You too bye.