AccountId: 011433970860
ContactId: f0ce7239-fe73-4092-aa44-c1904700aaff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234339 ms
Total Talk Time (AGENT): 74420 ms
Total Talk Time (CUSTOMER): 100822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f0ce7239-fe73-4092-aa44-c1904700aaff_20250414T20:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have uh
[CUSTOMER][NEUTRAL] Uh, um, American Public Life, uh gap health insurance, uh, with a plan meddling 9 group med supplemental.
[CUSTOMER][NEUTRAL] And I need to make sure the expiration date or termination date of the policy has been corrected.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] The policy number is 02483107.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth to start?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course, [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you and your call back number we were disconnected please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. One moment please, [PII].
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Thank you. And verify your mailing and email addresses.
[CUSTOMER][NEUTRAL] Yes, mailing is [PII] and my email is [PII].
[AGENT][NEUTRAL] We have a different email address on file.
[CUSTOMER][NEUTRAL] You probably have [PII] at KGO Solutions.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] BI corp.
[AGENT][NEUTRAL] Yes, OK, thank you so much one moment please and you're calling to check to see what your policy paid to date is or if it's still active. OK, give me one moment please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, your policy currently shows that it is active. It does not show an expert or a term date. I'll say that I'm sorry, or a lapse date. It shows that it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And how do I, uh, because it says that it doesn't find me. I tried to go on to [PII].
[CUSTOMER][NEUTRAL] How login.
[AGENT][NEUTRAL] Yes, and which, um, email address for you, give me one second please, just bear with me here.
[CUSTOMER][NEUTRAL] Oh, I used the wrong email address. That's what it is.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] Probably so, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe yeah.
[CUSTOMER][NEUTRAL] OK, so it looks like I haven't created an account because it's asking me to create one.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That's, that's at least a step forward that it wasn't going to before.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] OK, yes, yes, thank you.
[AGENT][POSITIVE] But yes, everything has to match, yes ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. I will move forward with this and um uh can, can you check to see if you've received any uh claim for a bone density and to see if it was covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the last claim or the only claim that we have received was for [PII].
[CUSTOMER][NEUTRAL] OK, so you haven't received it yet. All right.
[AGENT][NEUTRAL] Was it
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. You have a great day. Thank you.
[CUSTOMER][NEUTRAL] OK, you too, bye bye.
[AGENT][NEUTRAL] Yes sir bye bye.