AccountId: 011433970860
ContactId: c8e707fe-8948-4e33-bc41-1afe61c2336c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172899 ms
Total Talk Time (AGENT): 70088 ms
Total Talk Time (CUSTOMER): 71951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/c8e707fe-8948-4e33-bc41-1afe61c2336c_20250421T21:07_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][POSITIVE] Hi there. I was just calling to see how I could go about uh submitting uh some paperwork that I got from the radiologist associates. I just had a mammogram and everything came back perfect, so.
[CUSTOMER][NEUTRAL] I wanted to submit this to you guys.
[AGENT][NEUTRAL] OK, um, I can help you with submitting a claim. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, and a good contact number in case we're disconnected and then your policy number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 741147.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, it's [PII]. Mailing address is [PII], and my email I'm assuming it might be, I'm not sure if it's my work one or my personal one, but my personal one is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I'm actually showing the policy is no longer active with us. It was effective from [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] So you may have an active policy, but it's not with APL anymore.
[CUSTOMER][NEUTRAL] Oh, OK, cause I know I still pay policy.
[CUSTOMER][NEUTRAL] Um, OK, maybe.
[AGENT][NEUTRAL] Let me see who's the, hold on one second.
[AGENT][NEGATIVE] Oops, I went to the wrong screen.
[AGENT][NEUTRAL] Yeah, the best thing to do is to reach out to your employer because all of our policies come from them and just let them know um that you reached out to us. If there is another um company, they'll go ahead and tell you who you are enrolled with, but yeah, this one has not been active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wow, I had no clue. OK, well thank you so much for your help. I appreciate you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Well, ma'am, that's gonna take care of it. Have a great day.
[AGENT][POSITIVE] Alright well thanks for calling APL you also bye bye.
[CUSTOMER][NEUTRAL] OK.