AccountId: 011433970860
ContactId: f78b551c-e09a-40e5-b8c3-844e5a90a4ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353420 ms
Total Talk Time (AGENT): 183711 ms
Total Talk Time (CUSTOMER): 93010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f78b551c-e09a-40e5-b8c3-844e5a90a4ab_20250313T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi. Um, I just received a bill for a test that was done during a regular gynecologist appointment, and they're saying I didn't pay my premium for, so it wasn't covered, but I know I had been paying my premium. So it may be a mistake.
[AGENT][NEUTRAL] OK, so you, we processed a claim in which it was denied because the premium had not been received, is that correct?
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can check that for you and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Um, one second. It's 02.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 353-463
[AGENT][NEUTRAL] OK, thank you. So give me a moment, please, uh, to.
[AGENT][NEUTRAL] To get your information pulled up.
[AGENT][NEUTRAL] And then [PII], I will need to verify several things with you first for security purposes and also any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] Um, it would be.
[CUSTOMER][NEUTRAL] Mm, is it [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you and then the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you very much and what is the data service [PII] that you're calling about?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, and do you happen to have the total bill amount for that data service?
[CUSTOMER][NEUTRAL] Yeah, $551.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, so yes, I can see that that claim was received. It was processed and yes ma'am, it was denied for that reason. So give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so yes ma'am, according to the records that we show that premium was not received for 1021. Now benefits in a card would be who you would need to speak with because that is who you had enrolled through and was handling your deductions and providing us with your eligibility information.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you their phone number.
[AGENT][NEUTRAL] And then I can also connect you with one of their representatives, but just in case something were to happen, [PII] and we get disconnected, this number would be what you can call directly.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] So their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now would you like for me to connect you over with them?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, well, I'll certainly be happy to do that. So, is there anything else there that I could help you with first?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you for calling APO I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. So, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol. Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Hi, good morning. Thank you for calling Benefits in a card. My name is [PII]. Who do I have the pleasure of speaking with?
[AGENT][NEUTRAL] Well, hi [PII], this is [PII] with APO. How are you today?
[CUSTOMER][POSITIVE] I am great, and yourself?
[AGENT][NEUTRAL] I'm doing great thank you so I have an insured or former insured on the line who was calling regarding uh a premium because we do not show that premium was received for a particular data service for her. The lady's name is [PII]
[AGENT][NEUTRAL] Uh, give me just one second and I'll give you her social.
[AGENT][NEUTRAL] Or the last four, I should say. It is [PII].
[AGENT][NEUTRAL] And this was with Creative Circle according to my records.
[CUSTOMER][NEUTRAL] OK, you can go ahead and put it through and I'll um see what's going on on our side.
[AGENT][POSITIVE] Perfect, [PII]. Thank you so much. It was nice talking to you. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.