AccountId: 011433970860
ContactId: f93e7fd3-5229-4257-b9b1-b072fedca8c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160800 ms
Total Talk Time (AGENT): 73906 ms
Total Talk Time (CUSTOMER): 58331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f93e7fd3-5229-4257-b9b1-b072fedca8c7_20250417T14:58_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I have a question. I've had your coverage since [PII] and I've really never used it, and I recently had a hospital stay and I'm assuming no one has billed you because I haven't received an EOB. Is there a way to pull up my policy?
[AGENT][NEUTRAL] Yes, ma'am. Um, first, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII], [PII]. My phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, now I need your policy number. If you don't have your policy number, I can look it up by your social.
[CUSTOMER][NEUTRAL] Well, I have my card. Would that be my group number?
[AGENT][NEUTRAL] Um, it's the outpatient certificate number.
[CUSTOMER][NEUTRAL] OK, so it's 018.
[CUSTOMER][NEUTRAL] 99659 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um, [PII] and my address is [PII].
[AGENT][NEUTRAL] And please, well, I'm showing that you don't have an email address on file, so that's fine. And let's see, I'm showing that the coverage date.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And your policy was [PII] and um your policy expired on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But you can still um.
[CUSTOMER][NEUTRAL] Uh OK.
[AGENT][NEUTRAL] have claims filed for the coverage date. There's no timely filing limit. All you would need to do is contact the providers and um give them your policy number and our phone number so they can call us to verify your benefits and we'll still accept claims.
[CUSTOMER][NEUTRAL] No, this was just recent, so I wouldn't be covered.
[AGENT][NEUTRAL] Oh wow. OK. Yeah. This is the only policy I'm showing on file, the one that expired back in [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, I'm good thanks so much.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great rest of your day, [PII]. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.