AccountId: 011433970860
ContactId: aac8b674-17c5-4b85-9bdc-e69fda5a2a94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128580 ms
Total Talk Time (AGENT): 55495 ms
Total Talk Time (CUSTOMER): 65194 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/aac8b674-17c5-4b85-9bdc-e69fda5a2a94_20250212T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] Pretty good. Hey, look, um, I have APL through a job. I was terminated, um, [PII], uh, but I had two doctor's appointments prior to that, and they actually took out APL still took out money out of my check, which I'm receiving tomorrow. Um, can I still turn in these two claims?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 2 doctor visits.
[AGENT][POSITIVE] Yeah, as long as the policy was sure, as long as the policy was active at the time of the service, you can absolutely follow those things.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, who, who do I need to talk to to do that? I'm, I'm gonna get the paperwork tomorrow.
[CUSTOMER][NEUTRAL] And who will I need to, uh, how will I need to turn it in?
[AGENT][NEUTRAL] You just need to help with filing those claims?
[AGENT][NEUTRAL] Sure, uh, let's get your policy pulled up first, um, and I'll be able to walk you through all of that. What was your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, and then [PII], really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't have anything with me. I'm actually in the dentist's office with my daughter right now. Uh, I can call back and give you all that information. Uh, I just wanted to know if it was still eligible. I, I, I guess I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, um,
[AGENT][NEUTRAL] Yeah, whenever you call back when when you're ready to, um, we'll see if there's a definitive, um, termination date that I can give you just so you know what all you can file uh from those specific dates um and then I'll, we could give you of course your options on how you can get those claims filed.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna go pick up the, uh, the, the billing that they need with the codes tomorrow and they, they were both before that they were both before the termination, so they, they should be fine um but I, I will, I will, I will get that and then I'll call y'all back tomorrow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, sounds good. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.