AccountId: 011433970860
ContactId: c3ae2d42-9fe6-467e-b7e1-090bb25e1c13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422089 ms
Total Talk Time (AGENT): 141477 ms
Total Talk Time (CUSTOMER): 158801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c3ae2d42-9fe6-467e-b7e1-090bb25e1c13_20250428T20:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, let me, um, hold on one second. OK, so I got this letter in the mail and I have no idea what it's for.
[AGENT][NEUTRAL] OK, does it have reference to policy number or what is it regarding?
[CUSTOMER][NEUTRAL] Yes, yeah, would you like the policy number? Sure, 023265-17.
[AGENT][NEUTRAL] OK, what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the letter regarding or?
[CUSTOMER][NEGATIVE] I have no clue what it says, uh, claim information received unable to process as copies could not be read.
[CUSTOMER][NEGATIVE] I don't even know what this is for. Who, who are you people? Sorry.
[AGENT][NEUTRAL] Um, it looks like, let's see.
[AGENT][NEUTRAL] Uh, it looks like you used to have a hospital indemnity policy with us.
[AGENT][NEUTRAL] Through it looks like.
[CUSTOMER][NEUTRAL] Say this again.
[AGENT][NEUTRAL] It used to be for a hospital indemnity policy that you had with us through your employer?
[AGENT][NEUTRAL] Are you with Business Workers of America?
[CUSTOMER][NEUTRAL] I have no clue. So what is, I, I still don't, I'm still confused. So what does it mean? What is it for?
[AGENT][NEUTRAL] Did did you work for Business Workers of America?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] No, so what's the policy number? What's it for? What's this for? Is this a life insurance policy?
[AGENT][NEUTRAL] No, it's a hospital indemnity plan.
[AGENT][NEUTRAL] It's like a supplemental hospital plan?
[AGENT][NEUTRAL] Uh, we had you effective from [PII]:15 to 12:15 through your employer.
[CUSTOMER][NEUTRAL] Nope. Mm mm.
[CUSTOMER][NEUTRAL] Of this year of [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Then it terminated.
[CUSTOMER][NEUTRAL] And it was through and what was the name of the company that I worked for?
[AGENT][NEUTRAL] Business workers of America.
[CUSTOMER][NEUTRAL] No, I was, I've never been employed by them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEGATIVE] If somebody maybe trying to do fraud. I mean, it's not me. Mm mm.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] Are you employed or?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I pay my own insurance. I pay my own insurance.
[CUSTOMER][NEUTRAL] Alright, did you look up the policy number?
[AGENT][NEUTRAL] Uh, yeah, I'm looking at the group to give you the address of their group. Let me see.
[CUSTOMER][NEUTRAL] This reference number, do you need that or?
[AGENT][NEUTRAL] Uh, no, I mean, it looks like we received some type of claim, but it wasn't legible, so we, that's what that generated the letter.
[CUSTOMER][NEUTRAL] So what was the claim for like.
[AGENT][NEUTRAL] We can't, we can't tell not legible.
[CUSTOMER][NEUTRAL] I have no idea. It's just.
[CUSTOMER][NEUTRAL] OK, let me ask you a question. Can you um email that to me so I can say it or not?
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] And then look up what we received.
[CUSTOMER][NEUTRAL] I mean if it's in my name.
[AGENT][NEUTRAL] It's, it's a company.
[CUSTOMER][NEUTRAL] So why would you be paying? Would you?
[CUSTOMER][NEUTRAL] I'm sorry, what's that?
[AGENT][NEUTRAL] It's a company out of [PII].
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't live there. I live in [PII].
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] So what kind of claim was put in they trying to get the person who's saying they're me, were they trying to get money from your company?
[AGENT][NEUTRAL] Well, these are very extremely limited supplemental policies, so there's not much that could be given or gotten from it. Um, let me pull up what we received.
[CUSTOMER][NEUTRAL] Yeah, it's just, it's just weird.
[AGENT][NEUTRAL] Pulling it up. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I do have a reference number also.
[CUSTOMER][NEUTRAL] And like 3 different policy reference and a claim number.
[AGENT][NEUTRAL] Um, it looks like you had filled out a claim form, or I guess someone claiming to be you and you attached lab core.
[AGENT][NEUTRAL] Charges
[CUSTOMER][NEUTRAL] So, are you sure this is, I was in an accident? Are you sure this wasn't for an accident that I was in?
[AGENT][NEUTRAL] Well, we can't, we can't see anything on it, we can't make out the date or anything on it.
[AGENT][NEUTRAL] So where did you have lab co charges? All I can see a dollar amount, $964.51.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, yes, I'm sure I did, yes, that makes sense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you had filled out a claim.
[CUSTOMER][NEUTRAL] Could
[AGENT][NEUTRAL] Hospital indemnity claim form.
[CUSTOMER][NEUTRAL] Yeah, but I don't understand.
[CUSTOMER][NEGATIVE] Yeah, but I don't understand why you can't read any of it.
[AGENT][NEUTRAL] It's all, it's just blurry.
[AGENT][NEUTRAL] So I, I'm not sure how.
[CUSTOMER][NEUTRAL] OK, can you send, OK, can I give you an email and can you send me whatever you have and then I can send it to my lawyer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let him look at it.
[AGENT][NEUTRAL] Well, we can't email.
[CUSTOMER][NEUTRAL] Because I, I don't.
[CUSTOMER][NEUTRAL] OK, so how do you send it?
[AGENT][NEUTRAL] Well, so you didn't send it to us, but you're aware of an accident and a Labor bill?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but of course I sent it to. I emailed you. I don't know, was it by mail that you got it or was it by email?
[AGENT][NEUTRAL] by
[AGENT][NEUTRAL] Uh, it looks like a fax number.
[CUSTOMER][NEUTRAL] Yeah, my through my lawyer. I was at my lawyer's office, yes.
[CUSTOMER][NEGATIVE] I don't know why you can't read what was sent to you.
[AGENT][NEUTRAL] Yeah, it's, it's just extremely blurry, so we're not able to make out any of it's extremely blurry. It looks like it was sat down on a chair or something and then a picture taken, maybe.
[CUSTOMER][NEUTRAL] I have no idea. Is it how many um how many bills is it?
[AGENT][NEUTRAL] It's just one.
[CUSTOMER][NEUTRAL] Just the lab core for 9.
[AGENT][NEUTRAL] Yeah, just one.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, I'm gonna call my lawyer and let her handle it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][POSITIVE] Yeah, because, no, that's all, thank you, bye now.
[AGENT][POSITIVE] OK, thank you.