AccountId: 011433970860
ContactId: ba256d96-a1c8-4fc3-a761-ac9e3ce424b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132660 ms
Total Talk Time (AGENT): 32993 ms
Total Talk Time (CUSTOMER): 104709 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ba256d96-a1c8-4fc3-a761-ac9e3ce424b2_20250219T23:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII], I hope you're doing fine today. This is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, I have something for you, um, and she's, I've been on the phone, I know for about 45 minutes maybe with her, so she may get a little confused. She should not ask you anything about claims. I have thoroughly gone over claims and what is needed. I have thoroughly told her I noted thoroughly what I advised her what is needed.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEGATIVE] Oh no. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But her brother passed away. She's the legal power of attorney. Um, we never received the medical records that MD [PII] and Texas Oncology was supposed to send. But in thoroughly looking at her account, I noticed, I'm gonna give you the policy number, his policy number is 242.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 691-7 and it's for [PII].
[AGENT][NEUTRAL] Oh, I just worked on him.
[CUSTOMER][NEUTRAL] OK, so here's what I noticed when you look at that one, it shows, um, well, I told her she hasn't sent us a death certificate yet for him, but you see that gap in coverage? It's like that policy ended [PII] then he has a GC 7002 with an effective date of [PII], like it's a 30 day gap. I don't know if that's a error.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Because when I went to the PPIN AM screen I see [PII] is listed as yes, and we have that he's been with ATL since [PII] so I don't, you know.
[AGENT][NEUTRAL] Yeah. When did he die? you know?
[CUSTOMER][NEUTRAL] He passed away [PII].
[AGENT][NEUTRAL] Uh, so they probably didn't pay that premium.
[CUSTOMER][NEUTRAL] Oh, she's saying they did and she's saying I have receipts.
[CUSTOMER][NEUTRAL] So she's telling me that they made this payment.
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] But I need to check in billing to see if I've got it then.
[CUSTOMER][NEUTRAL] OK, alright. Well, let me call and see if I can get someone over there, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, but I, I do have her added to all three policies as, uh, well, power of attorney is not any good once he dies, but, um, I do have her in there as beneficiary.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you alright thanks [PII], bye bye.
[AGENT][POSITIVE] Oh, uh-huh. Thank you.