AccountId: 011433970860
ContactId: cd3709bb-cbbd-4069-9bfc-dea7d2aebe33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329359 ms
Total Talk Time (AGENT): 145390 ms
Total Talk Time (CUSTOMER): 140364 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/cd3709bb-cbbd-4069-9bfc-dea7d2aebe33_20250310T18:41_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] And you still need to check on a claim.
[AGENT][POSITIVE] OK, well, I can definitely help you with your claim status. May I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 01359361.
[CUSTOMER][NEUTRAL] And what was the other thing you needed?
[AGENT][NEUTRAL] Um, a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, yes, it's [PII].
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [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 for the claim you'd like to check on?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, um, it was [PII].
[AGENT][NEUTRAL] So I can look on the [PII].
[CUSTOMER][NEUTRAL] We no longer have American. They switched over, but we had it at this, at the time that I was seen.
[CUSTOMER][NEUTRAL] I'm just checking to see if the hospital has done, you know.
[CUSTOMER][NEUTRAL] Done anything.
[AGENT][NEUTRAL] Right, I understand. I can see if the, if a claim has, I'm checking to see if a claim has been um submitted for you now, but I'm showing that the policy terminated on [PII], but I can they still could have filed something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, um.
[CUSTOMER][NEUTRAL] Our new card started in this summer. I mean, excuse me, the started, we didn't get this new one until uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, this was March.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] See, there's a claim on file here from [PII], but it was denied because the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] So my
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] So if there was and if you did have an in, you, you possibly did have an insurance at that time, it just wasn't this APL policy because it turned in [PII].
[CUSTOMER][NEUTRAL] OK. So if I was seen in March, though, April, [PII], the same year, would it have not been cause they didn't pick up this other one till July.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] We didn't get these new cards till last summer. So I should have still been under the APL.
[AGENT][NEUTRAL] No, ma'am, [PII] and [PII].
[AGENT][NEUTRAL] Is the date of service [PII] or [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, OK. I'm just making sure I didn't write it down wrong. OK.
[CUSTOMER][NEUTRAL] But the effective date
[CUSTOMER][NEUTRAL] But the effective date on my other newer one was not until [PII].
[AGENT][NEUTRAL] So it sounds like there for a couple of months, July.
[CUSTOMER][NEGATIVE] I should have still been covered, I mean.
[CUSTOMER][NEUTRAL] Until they switched over.
[AGENT][NEUTRAL] It could, it, um.
[AGENT][NEUTRAL] So if that's the case, then you'll, so you're saying that the APL insurance should have still been active until it switched over to
[CUSTOMER][NEUTRAL] Right, so they switched over to in July. That's when we got our cards. It says effective date [PII] and I had this service on [PII].
[AGENT][NEUTRAL] So the only other option is
[AGENT][NEUTRAL] The only other option would be to contact the, the group and let them know that because we received notification from them to cancel the policy. So it
[AGENT][NEUTRAL] So they need to let us know in writing that this is an error. It should have still been effective until, you know, such and such date, and then those changes can be made, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that OK? I just called the number that was on your um.
[CUSTOMER][NEGATIVE] Yeah, but I just call that number. You'll be, so is there another number I need to call or cause I don't have that card anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it wouldn't, so this would be whoever, um, hold on, let me see.
[AGENT][NEUTRAL] So this would be city of [PII] mhm.
[CUSTOMER][NEUTRAL] So would this be like his employer?
[CUSTOMER][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Whoever their HR department.
[CUSTOMER][NEUTRAL] OK, I will
[CUSTOMER][POSITIVE] OK, I will call. All right, thank you. Uh-huh.
[AGENT][POSITIVE] Alright. You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, bye-bye. What is it?
[AGENT][NEUTRAL] Bye bye.