AccountId: 011433970860
ContactId: ef4b2d03-37db-4663-8871-66879039b98a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313980 ms
Total Talk Time (AGENT): 153627 ms
Total Talk Time (CUSTOMER): 78817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ef4b2d03-37db-4663-8871-66879039b98a_20250513T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm great. I have a couple of questions.
[CUSTOMER][NEUTRAL] Uh, I sit in, uh,
[CUSTOMER][NEGATIVE] Wellness claim forms and I haven't received anything as of yet.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, let's take a look and see what we can find. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Uh, I'm not.
[CUSTOMER][NEUTRAL] I don't think I have a policy number. I faxed the information in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. All right, so I can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] It could get [PII]
[AGENT][NEUTRAL] Let's take a look
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you reside in the state of [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then, if I could please just verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then lastly, if you could just verify the address in [PII], please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you so much. OK. So do you recall about when it was submitted? Did you do it this month, last month?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Last month.
[AGENT][NEUTRAL] It was last month, OK.
[CUSTOMER][NEUTRAL] Uh-huh. Last month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the one that we got last month, so your policy shows that it lapsed in January, is that um accurate to your knowledge or is it something that you should still have?
[CUSTOMER][NEUTRAL] It's something that I should have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it just, it denied just stating um.
[AGENT][NEUTRAL] That the services were rendered, you know, after the coverage. Let me see.
[AGENT][NEUTRAL] OK, [PII], so the claim was denied because the policy is not showing active at the date of service.
[AGENT][NEUTRAL] Um, to remedy that you would need to speak to somebody in your benefits department at your employer because they're the ones that communicate that information to us so if it's an error, then we need them to send us some information so we can correct that.
[CUSTOMER][NEGATIVE] OK. Yes, it is an error. It definitely is an error.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you would unfortunately, I, I apologize, you would have to resubmit it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, once that that is updated and everything, um, you would just have to resubmit it either fax or you could do it online whatever is easiest for you uh for that to to process so I'm sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's OK. Just a mistake. I, I will take care of it on my end.
[AGENT][NEUTRAL] All right, [PII], did you want the policy number? Do you have any way you can write it down? OK.
[CUSTOMER][POSITIVE] Yes, let me, I do, let me get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Just let me know whenever you, OK. Uh, that policy number is 01.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] 9502.
[CUSTOMER][NEUTRAL] OK, I'm gonna read it back to you. It's 01009502.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, that is correct uh huh, perfect.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] All righty, and I.
[AGENT][NEUTRAL] Anything else I can check on?
[CUSTOMER][POSITIVE] I thank you so much. No, ma'am, that's what I needed to know.
[AGENT][POSITIVE] All right. You have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.