AccountId: 011433970860
ContactId: f24a75c8-604c-4caf-8b7b-9962697cd543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190750 ms
Total Talk Time (AGENT): 93868 ms
Total Talk Time (CUSTOMER): 75939 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f24a75c8-604c-4caf-8b7b-9962697cd543_20250318T20:25_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] Hi [PII], my name is [PII]. I'm calling to see if I can open a claim. I have a medical bill, but I wanna see if I can get help with it.
[AGENT][POSITIVE] OK, well, I can definitely um help you with your claim. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] OK, um, one.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] OK, uh, because I have multiple numbers, so I don't know which one will be, so start with the 01.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK. 0144106.
[CUSTOMER][NEUTRAL] 4 M as in Mike. L as in Lion number 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] Yeah, [PII]. Email address [PII].
[AGENT][NEUTRAL] And the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that the policy is no longer active. Um, it was effective from [PII], and there's been no other um policy with us since [PII].
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] So they removed my policy in [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Well, let me see, not [PII], [PII], um, the
[AGENT][NEUTRAL] Group notified us to um terminate the policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Oh well, I wasn't notified that.
[AGENT][NEUTRAL] Are you still with the same employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, then I would reach out to your HR department and let them know that you uh reached out to us and you were notified that the policy lapsed and you weren't aware and to see if, see what you can do for reinstating if this was done in error, um, as in if they sent us over the request to to terminate the policy and it was not supposed to be, then it could you could possibly have it, you know, retro back to when it was supposed, when it lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but we'll have to start with, with HR first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. I will get in touch with them. Thank you. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Not at the moment, no, thank you very much.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.