AccountId: 011433970860
ContactId: c1f4a60f-87fd-450b-88ff-298d7c8f61a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251119 ms
Total Talk Time (AGENT): 109830 ms
Total Talk Time (CUSTOMER): 70811 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/c1f4a60f-87fd-450b-88ff-298d7c8f61a2_20250131T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office. Um, I have a question on how a claim was processed.
[AGENT][NEUTRAL] OK, I can assist you with the claim and um [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] My direct line is [PII]. Uh, policy number is 02559056.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service or the claim number for the claim you like me to look at with you?
[CUSTOMER][NEUTRAL] Data service [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] $884.58.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEGATIVE] OK, so this claim hasn't been processed. Um, it was denied because the premium for this data service had not been received, so we couldn't pay out any benefits.
[CUSTOMER][NEUTRAL] OK, so when I, when I'm trying to remember because I don't run into these a lot when the premium's not paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is the coverage still active or is it terminated until the premiums paid?
[AGENT][NEGATIVE] Um, no, it doesn't really work like that, but the coverage is no longer active as well. Um, the coverage hasn't been active since [PII], um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So it actually wasn't active on your data service.
[CUSTOMER][NEGATIVE] OK, so they stopped paying back in.
[CUSTOMER][NEUTRAL] What was their uh effective date? Oh.
[AGENT][NEUTRAL] Wait a minute. The effective date, sorry, I was thinking while I was the um effective date, so it was only active for a few days, [PII], and there's no other policy here with us. I don't know if they have another though.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, there's no other policy. I just wanted to check and make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I
[CUSTOMER][NEGATIVE] I will remove this then.
[CUSTOMER][NEUTRAL] Um, and what's the claim number? I'm sorry?
[AGENT][NEUTRAL] Claim number is 3534542.
[CUSTOMER][NEUTRAL] OK, and it was received one?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And whenever you're ready, I'll take a call reference number.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] All right. Well, thank you so very much.
[AGENT][POSITIVE] You're very welcome. Um, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, this is the only claim I have for right now thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you, you as well. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.