AccountId: 011433970860
ContactId: bfae9c9f-7d48-4715-8452-591b43343b3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149610 ms
Total Talk Time (AGENT): 64939 ms
Total Talk Time (CUSTOMER): 84306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bfae9c9f-7d48-4715-8452-591b43343b3d_20250205T20:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Goose Creek Family Dentistry. Um, I just had a question, um, about a claim, um, it was a claim from last year actually. I just wanted to see, um, I think it was an update issue. I, I don't remember if it was with the patient or the employer, but I wanted to see if you guys ever had got that or if the patient had ever got it updated and you guys received it or if it was still.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me take a look at the policy. Um, could I get a callback number for you [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me see, and I know the patient. I know he has, he has a different insurance this year, so I, I know this isn't active anymore, but it was uh 02450422.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, and the.
[CUSTOMER][NEUTRAL] It was 4 or 5.
[AGENT][NEUTRAL] Data service in question.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do show, uh, we did not, um, the claim is still denied for, uh, premiums uh not received for this data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, got it. Was this a soft plan?
[AGENT][NEUTRAL] Uh, it, it's a group plan, um, and it looks like, uh, the policy actually canceled.
[AGENT][NEUTRAL] Uh, so the term date for the policy, uh, ended up being [PII], so we did not receive anything, uh, past that, uh, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because he didn't pay the premium, right? OK, OK, alright, yeah, he was just in the other day and was just thought he got it resolved and we're like, I don't think so, so I wanted to call and see, um, so I'll let him know that OK and then could I just get um a reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, is that.
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, nope, that was everything.
[AGENT][POSITIVE] Oh, OK. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks.