AccountId: 011433970860
ContactId: a6447d4f-0f5d-412e-a743-c96da7097386
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278440 ms
Total Talk Time (AGENT): 108481 ms
Total Talk Time (CUSTOMER): 73282 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a6447d4f-0f5d-412e-a743-c96da7097386_20250123T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm well thank you um I'm calling to just verify uh benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02249403
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment let me pull this information.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. Um, let me check and see if I have a new policy. This one is Terminator.
[AGENT][NEUTRAL] Uh hm.
[AGENT][NEUTRAL] I don't have a new policy. This one terminated on [PII].
[CUSTOMER][NEUTRAL] OK, so, mm.
[CUSTOMER][NEUTRAL] Just see.
[CUSTOMER][NEUTRAL] OK, so according to the patient they said their policy is fully active and there shouldn't be and they still have the policy they're saying that they shouldn't have any termination in benefits.
[CUSTOMER][NEUTRAL] And that their husband um.
[CUSTOMER][NEUTRAL] Has the same secondary and same everything and he's getting his claims paid.
[AGENT][NEUTRAL] OK, I'm looking at the policy.
[AGENT][NEUTRAL] And this policy was effective [PII]. Did she give you any other uh like uh a card or anything like that? Any other numbers? Um
[CUSTOMER][NEUTRAL] No, just just this card.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can check under the husband and see if there's another policy because he was listed with her in this policy and this one terminated [PII] unless the employer have another company they're working with. Um but let me just go ahead and check under [PII] and see if I can find anything, um.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright so let me try.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it's just listed under the wife and the wife doesn't have a policy since [PII].
[CUSTOMER][NEUTRAL] OK and um what is your um.
[CUSTOMER][POSITIVE] Timely filing.
[AGENT][NEUTRAL] We don't have timely filing limits for clients.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 25.
[CUSTOMER][NEUTRAL] And can I just get a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, I'll take the spelling please.
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate your time and your help today.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.