AccountId: 011433970860
ContactId: b50aa113-8085-4ed7-944d-36e9754d2483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134070 ms
Total Talk Time (AGENT): 53301 ms
Total Talk Time (CUSTOMER): 63353 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b50aa113-8085-4ed7-944d-36e9754d2483_20250326T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in the claims department. I had a question about a policy, and I don't know if you can help me with it, um, as far as the cancellation date of the policy, um, the pay two date is saying one day and then it's showing participant dropped on another date, so they're calling for benefits, so I just wanna make sure it's correct before I say the policy is no longer at the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. What is the policy number?
[CUSTOMER][NEUTRAL] 247-7114
[AGENT][NEUTRAL] All right. And is it for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me look at it really quick.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Um, I do see here the termination date as
[AGENT][NEUTRAL] Um, [PII], that will be the last day of coverage. Yes, that's the last, uh, payment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, does that need to be?
[CUSTOMER][NEUTRAL] Uh, the participant, let's see, does that need to be taken off of there?
[CUSTOMER][NEUTRAL] Would that not affect because I would, you know, I would have to give them the benefit they send in the claim. I think he's in emergency today.
[CUSTOMER][NEGATIVE] And then it's denied. I don't know.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, well, that is the future lapse date that was added last day of coverage will be [PII]. Um, that is the last, um, the last month received, um, payment received for the month was March, so that covers all until [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Up until [PII], OK, I'll go ahead and give the benefit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, and thank you for your help.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye.