AccountId: 011433970860
ContactId: d7ebeacc-5eee-4cbf-ae4b-ccac1d89e0aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436700 ms
Total Talk Time (AGENT): 165668 ms
Total Talk Time (CUSTOMER): 100449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d7ebeacc-5eee-4cbf-ae4b-ccac1d89e0aa_20250513T15:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I got a letter from you all stating that my um service had been terminated for this policy.
[AGENT][NEUTRAL] Hm, OK, [PII]. We can take a look at it. Do you have the policy number?
[CUSTOMER][NEUTRAL] 00668856
[AGENT][POSITIVE] OK, thank you so much. Let me just pull this up here.
[AGENT][NEUTRAL] All right, and then if I could just verify for security please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] All right, so that policy number does look like it lapsed in [PII], but you had a continuing on policy that's still active. It's just another policy number. It's just different than that one that you gave me.
[CUSTOMER][NEUTRAL] Well, hold on for a minute. I'm gonna get my other paper that I send my payment in with can you oh.
[AGENT][POSITIVE] OK, yeah, absolutely. Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you hold, ma'am?
[CUSTOMER][NEUTRAL] Between 5 and 85.
[CUSTOMER][NEUTRAL] $9.
[CUSTOMER][NEUTRAL] T.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Have you thought about life insurance to put it on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I number 00748002.
[AGENT][NEUTRAL] Yes, ma'am. That is the active policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I send my mammogram and stuff, paper in and stuff, but
[CUSTOMER][NEUTRAL] They said my thing back saying is they had left, but I know it hadn't left cause I just sent the paper in this month.
[AGENT][NEUTRAL] Yeah, no, I mean, it's uh it's paid through until August, so let me see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see if I can find what they sent to you on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or what what was sent out here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] It's weird because I see that but then they just process this other let me see what this other claim is over here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, I mean, I see that it was all submitted. I don't know why it was put under the old one, cause I see all your wellness stuff, but then we just processed a claim under the active policy. It was processed on [PII], and it was for a mammogram and there was a benefit payment mailed out to you for $45.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am. I just got one thing it was.
[CUSTOMER][NEGATIVE] I didn't get received it.
[CUSTOMER][NEUTRAL] This letter over here saying that these services were run at the coverage were terminated. This policy left. But I know it's not the same policy. I have, mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So this claim under the active policy that I see is a totally different claim number I can send you this explanation of benefits. Now it was just processed on the [PII], so that was Tuesday of last week. It was a paper check mailed out, so I'm not certain that you would have gotten it just yet since that was just a week from.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I didn't, but I just got this, now this letter was sent out on [PII] that I got for Terminate that policy was left, but that's the old policy.
[AGENT][NEUTRAL] Right, so I would disregard that if you'd like me to send you the payment explanation of benefits so you have it, I can do that and then you should be getting a check here shortly for that when it processed under the correct policy.
[CUSTOMER][POSITIVE] OK then. Yes, ma'am, that'll be fine.
[AGENT][NEUTRAL] OK, do you have an email that I can send it to or do you need me to mail it to you?
[CUSTOMER][NEUTRAL] No, ma'am, I
[CUSTOMER][NEUTRAL] Well, um, just mail it to me.
[AGENT][NEUTRAL] OK, alright, so I can send you a copy of that. Do you wanna take down the paid claim number just for your records?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Just one moment, I'm gonna get a pen. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the number is 359.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 773 4.
[CUSTOMER][NEUTRAL] Just the claim uh number.
[AGENT][NEUTRAL] Mhm, and that's the one that processed correctly under the active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] All right, you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] Bye bye.