AccountId: 011433970860
ContactId: 9e856d05-0e7c-4c5f-8cd3-df2007f13fd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339260 ms
Total Talk Time (AGENT): 187025 ms
Total Talk Time (CUSTOMER): 148658 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9e856d05-0e7c-4c5f-8cd3-df2007f13fd2_20250421T15:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Wow, this is [PII]. Hey, so how are you doing?
[AGENT][POSITIVE] Hey, I'm good. I just got a call that just blew my brain, but yeah, I'm good. Thank you. And you?
[CUSTOMER][POSITIVE] Oh my [PII] bless you. Well, I had sat on hold forever with the care team, so I went to dental cause everybody was available there and it rolled back to you all apparently.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, the queue was closed, so we're the main.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I see that.
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Alright, miss, so you OK? You ready or you need a minute to take a deep breath?
[AGENT][POSITIVE] Uh, I'm good. I, I'm ready. Uh, let me, Uaa.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't make you laugh, starts to laugh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] good. Oh my goodness. I don't want her to send the wrong information again and I keep telling her what she needs and she keeps changing my, my wording, so I'm like, oh please, just, uh, yeah, it's like you wanted to get it resolved, but I guess I don't, but it's fine. OK, so what do you got? What policy number do you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] There you go, you ready?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I have policy number 231-6266.
[CUSTOMER][NEUTRAL] Alright, now this is big. God, my poor voices. I'm going to the doctor tomorrow.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Music. I hope you get better.
[CUSTOMER][NEUTRAL] I hope anyway, this is big. Oh God pick and I have the Cobra administrator on the phone.
[AGENT][NEUTRAL] B, OK.
[AGENT][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, did you verify any information with [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I did, well, I verify information with, well, I verified his date of birth and address. I didn't even think that I'm so good gosh, I even pulled up TRC and didn't ask for any information.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh Jesus, oh my God.
[AGENT][NEUTRAL] OK, what is she calling about? What is Mrs. [PII] calling about?
[CUSTOMER][NEUTRAL] She just wants to get his, his claims got denied because he wasn't paid current and now he's paid and she wants to get his claims run back through reprocessed.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I may not even have to transfer if you can see them and and I don't know what needs to be done. I have no idea.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, do you see on your end, uh, that they are cut up or you cannot see that?
[CUSTOMER][NEUTRAL] Can I say what?
[AGENT][NEUTRAL] Do you know if, um, in your end, do you see that this group is up to date or this number is up to date or no?
[CUSTOMER][NEUTRAL] Well, I see he's paid to 42725. She says she got him or he is paid, you know, current on his policy.
[CUSTOMER][NEUTRAL] Yeah, I can see that on his policy.
[AGENT][NEUTRAL] Let me just a second.
[AGENT][NEUTRAL] And you said it's a big, so let me pull the history of payment. One moment, uh where's my paper?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] premium.
[CUSTOMER][NEUTRAL] And she said he's on oh it is, there is a well, I don't see anything about Cobra on him.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh thank you bye.
[AGENT][NEUTRAL] Yeah, let me check and see.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Yeah, because we cannot really process unless we get that report saying that he's up to date.
[AGENT][NEUTRAL] Um, it's just gonna be pending until we received report, yeah, it is, we cannot just do it over the phone and get a permission over the phone or anything like that. Um, let's see, and what is the date of service? Let me go to the date of service again.
[CUSTOMER][NEUTRAL] I said, will I report
[AGENT][NEUTRAL] So it's gonna be more than likely this one.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] A.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Do you know what's an E on the remit remit date?
[CUSTOMER][NEUTRAL] Do what there?
[AGENT][NEUTRAL] On the payment history, do you know what's an E?
[CUSTOMER][NEUTRAL] And BQPHI?
[AGENT][NEUTRAL] And CO L L W.
[CUSTOMER][NEUTRAL] COL
[AGENT][NEUTRAL] C O L L W. Oh, OK. It's the weekly premium.
[CUSTOMER][NEUTRAL] Oh, I don't even know that screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, let me see.
[CUSTOMER][NEUTRAL] Uh, I don't know what that screen. I don't know that I've ever even been to that screen for now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's fine. Um, let me see if I got any notes because, yeah, uh, we cannot just process just because they call us, um, it has to be on the report. Uh, let's see, let me see if I got any notes.
[CUSTOMER][NEUTRAL] OK, so give me just go back to her and tell her that it'll get reprocessed.
[AGENT][NEUTRAL] Once we receive the report indicating he's up to date, yeah, that, that's basically it. Mhm. Yeah.
[CUSTOMER][NEUTRAL] Um, what it says.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dear, let's just do that OK.
[AGENT][NEUTRAL] OK, OK
[CUSTOMER][NEGATIVE] If I get tongue tied, I may have to IM you say tell me what to say again because my head is so stopped up. I can't even think. All right, there, I'm going back to, I'm hanging up on you now. Bye.
[AGENT][NEUTRAL] It's OK. I understand.
[AGENT][POSITIVE] OK. Have a good day. Bye-bye.
[CUSTOMER][NEGATIVE] You too dear. Bye.
[AGENT][POSITIVE] OK thank you