AccountId: 011433970860
ContactId: b9e661c0-c505-4b74-90b2-9865f35d6b3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563679 ms
Total Talk Time (AGENT): 92726 ms
Total Talk Time (CUSTOMER): 86289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b9e661c0-c505-4b74-90b2-9865f35d6b3a_20250501T13:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I just went on and filed uh wellness claims, but it didn't let me select like um like I'm trying to go back and file claims on my, I filed, I filed the claims, but it put it all under the policy number that's currently active and not the last policy numbers. Will they be able to see when I have the dates? I mean.
[CUSTOMER][NEUTRAL] I don't know how to it says the claims under the policy number that wasn't in effect at the time.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Oh, you tried to submit it online?
[CUSTOMER][NEUTRAL] I don't know how to explain it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me pull up your policy and it they should be able to see, but let me pull up your policy and I'll check with claims as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And DJ, may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number that uh all the the one that's active is uh 261-5881.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, name, uh, well, it's [PII] [PII], um.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And what else did you need? I'm sorry. I
[AGENT][NEUTRAL] Oh no, you're fine. You, you gave me everything, your date of birth, your email, and your mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, well, thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me, well, do you mind if I place you on just a brief hold so I can check with claims? I'm pretty sure they do. I just want to know for sure.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Alright, hold on one moment. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I sure have.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Quick question, if an insurer has active and less possible.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So you can do that, but you can't answer my question so I can help this insured.
[AGENT][NEUTRAL] See what I'm saying.
[AGENT][NEUTRAL] I'm just gonna go to claims.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Hey thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. I had a question in the chat, but it looks like somebody just answered. I was waiting for a while, but uh I think I got my answer. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] Alright, bye bye.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, I just got the answer, so yes, they'll look at it and they'll be able to move it to whatever policy was active on your data service and go ahead and process it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK alright great thank you so much for helping me I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.