AccountId: 011433970860
ContactId: b6a14d0d-3070-4d77-bedc-cc1b67ded737
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248270 ms
Total Talk Time (AGENT): 128605 ms
Total Talk Time (CUSTOMER): 107805 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b6a14d0d-3070-4d77-bedc-cc1b67ded737_20250113T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a question. Um, I had, um,
[CUSTOMER][NEUTRAL] Cancer policy with y'all and I filed a claim, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Like around July.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] My school district went with another policy on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So my question is, um, I had a surgery.
[CUSTOMER][NEUTRAL] In December
[CUSTOMER][NEUTRAL] Does that still fall under y'all's policy? Because it says on my when I log in that it's lapsed.
[AGENT][NEUTRAL] OK, so if your policy terminated um in February the time that your employer uh went with a different carrier, then no if it was not active at that time you wouldn't be able to file a claim, um, but I'll get it pulled up and we can double check that. What was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you. Do you have the policy number by chance?
[CUSTOMER][NEUTRAL] Yes, 023.
[CUSTOMER][NEUTRAL] 98346
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] All right, just gonna verify some information really quick. Uh, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it was through your employer.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying that information. Bear with me just a moment.
[AGENT][NEUTRAL] OK, so I just checked to see if you might have had a different active policy. Um, so no, this policy did terminate, um, [PII].
[CUSTOMER][NEUTRAL] OK, so how does that work? I mean, I, they went with the, I didn't realize that they, you know, they just roll over usually year after year.
[AGENT][NEUTRAL] Oh yeah, but you weren't aware that they were making the changes?
[CUSTOMER][NEUTRAL] And realized I
[CUSTOMER][NEUTRAL] Yeah, so I'm sure I have another policy, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if you know since I, I did get a uh.
[CUSTOMER][NEUTRAL] I filed with y'all and I got the 2500 but I was trying to do the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had a surgery in December, so you know they would cover the, the surgery and then the transportation and lodging and all that. So I would have to go through them.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct, that's correct, yes, I'm so sorry about that that's really awful you're planning around all of those, yeah, um, so since the policy did terminate, um, [PII], it was not active at that time, um, there's not gonna be anything we're able to do.
[CUSTOMER][NEUTRAL] Instead of y'all, right?
[CUSTOMER][NEUTRAL] Even if it was a pre-existing condition.
[AGENT][NEUTRAL] Now during the time because this was this policy was effective [PII], so anything that happened in that time you can still file claims for, but after that or before that we wouldn't be able to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would get with your, I'm sorry, I have no idea.
[CUSTOMER][NEUTRAL] And do you know if they will cover it? You, do you know if they
[AGENT][NEUTRAL] Um, namely I'm not sure who they went through and everybody's different, every policy is different, um, I would get with your employer, uh, the HR department, um, and see who it's through and try to get information that way, but I'm, I'm only able to see what we've got.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK thank you I was just trying to make sure who go with.
[AGENT][POSITIVE] All right, yeah, sorry there wasn't more I could do to help. I sure hope they're able to help you out.
[CUSTOMER][POSITIVE] Oh thank you I appreciate it bye bye.
[AGENT][POSITIVE] Yeah, of course. I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] You too bye.