AccountId: 011433970860
ContactId: e1b49bfb-37fc-4ba4-9ef3-9050aa33267b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334410 ms
Total Talk Time (AGENT): 154459 ms
Total Talk Time (CUSTOMER): 167229 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e1b49bfb-37fc-4ba4-9ef3-9050aa33267b_20250113T22:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, Ms. [PII], um, my name is [PII], and I'm just trying to verify the um benefits or make sure the, uh, card is still, um, active, and it's the APL, um, insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we can see if your policy is still active and go over those benefits, um, [PII], first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, give me just one second, OK, doctor? I'm trying to see, OK, yes, OK, um, ma'am, it is, uh, what did you just ask? I'm sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, you're OK, um, a good call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, you want that.
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, did you get it, dear?
[AGENT][NEUTRAL] Yes ma'am, did you have the policy number?
[CUSTOMER][NEUTRAL] Uh-huh, yeah, hold on, let me give it to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see, I just took off my glasses. It's um 019841.
[CUSTOMER][NEUTRAL] 63.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, [PII] just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get uh your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright perfect thank you and the last thing I need is the email address that we've got on file for you uh looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information, [PII] bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I am showing that this policy just terminated the beginning of this month.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] I am showing that here that the policy did terminate the beginning of this month, [PII].
[CUSTOMER][POSITIVE] It did OK, alright, they didn't renew it. OK, huh, thank you. I appreciate it. No problem. Mm mm, no, that's a company thing they just didn't renew that, uh, plan.
[AGENT][POSITIVE] Yes, for your group.
[AGENT][POSITIVE] Yeah, sorry about that. Yeah, was there anything else I can help you with?
[AGENT][NEUTRAL] Yeah I know but unfortunately we do hear a lot that you know y'all aren't always as informed, so.
[CUSTOMER][POSITIVE] Mhm yeah I appreciate you verifying thank you.
[AGENT][NEUTRAL] Sorry about the confusion.
[AGENT][POSITIVE] Yes ma'am alright well thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mm, is it too late? Can I if the policy term, I can't go back and claim anything that was.
[AGENT][NEUTRAL] You know, I can
[AGENT][NEUTRAL] Oh, you can still claim absolutely um so the file or the policy was active [PII]. So anything that you would like to claim that while it was active, you absolutely can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I still have benefits for that time period because I do think I have one injection that I would like to file on there.
[AGENT][NEUTRAL] Yeah, so as long as um anything that you received any sort of treatment you'd like to file claims as long as it was during that time that the policy was active, you can absolutely file claims yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, but I'm saying I think it's only like $500. I'm making sure that had I maxed out, yes, uh-huh.
[AGENT][NEUTRAL] Oh, the remaining benefit amount. Oh sorry, I did not understand. um, let's see for was this just last year?
[CUSTOMER][NEUTRAL] So, I had the injection, it must have been in December.
[AGENT][NEUTRAL] OK, just this last December?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so yes, it is $500. Give me just a moment, let me see how much was used in [PII].
[AGENT][NEUTRAL] OK, so you used uh $396.70 of that $500 so you do still have a bit remaining.
[CUSTOMER][NEUTRAL] So I got about $100 left, right?
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] About 100. OK, alright, uh, I think I'm gonna try to file it because I gotta pay for this injection because I'm having to get them back to back. OK, alright.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] And then if I had one, let me see, no, this is my first one for the month of January.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK, right for [PII] because you say it already turned it turned.
[CUSTOMER][NEUTRAL] On the 2nd.
[AGENT][NEUTRAL] It did um that being said I would check with your employer of course when you're able to uh see if maybe they switched to a different kind of secondary policy you might be able to make a claim through whatever carrier they switched to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. No, I think they got rid of it all together cause we got United Healthcare, so United Healthcare offers a lot of different perks and stuff in there. So it may, that may be what it was. OK, huh. But thank you. If I got $100 left from last year, I can still try to claim it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, I see. OK, OK.
[AGENT][NEUTRAL] All right, yeah.
[AGENT][POSITIVE] Yes, ma'am, absolutely.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Alright, you're very welcome I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.