AccountId: 011433970860
ContactId: fba17aef-75f1-4532-afb1-e3a27a89dfbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472950 ms
Total Talk Time (AGENT): 117010 ms
Total Talk Time (CUSTOMER): 147318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fba17aef-75f1-4532-afb1-e3a27a89dfbf_20250404T15:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What's your name ma'am?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I have a question about a uh billing.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, are you with the group or or is it for yourself?
[CUSTOMER][NEUTRAL] You you want my
[CUSTOMER][NEUTRAL] Uh, I, I can give you my, I can give you my policy number.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] 266.
[AGENT][NEUTRAL] OK, [PII], I just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] My birthday?
[AGENT][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And do you have a good phone number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and last thing is your email.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Um, your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And how can I help you with your billing?
[CUSTOMER][NEUTRAL] Uh, claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 358.
[CUSTOMER][NEUTRAL] 2903.
[CUSTOMER][NEGATIVE] You didn't pay anything and I don't know why.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Now there was some discrepancy of when our policy was good to when when you know, and my wife sent a check out on [PII].
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] To y'all because she was working on the phone with somebody.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's going on.
[AGENT][NEUTRAL] OK, do you mind if I put you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the care team and I had a question on a policy on a payment situation. I'm kinda unsure what's happening here.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Sure. What's the policy number?
[AGENT][NEUTRAL] 231-6266.
[CUSTOMER][NEUTRAL] 231-6266, is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much let's see um.
[CUSTOMER][NEUTRAL] OK, this is on [PII], is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, how can I help you?
[AGENT][NEUTRAL] Well, I'm looking at, there's a claim on file, um, 3582903, and then the denial code says that's what I'm confused about.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Says only pending premium first notice. EOB will print. We are awaiting information to confirm eligibility for benefits in a card.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] I guess I just refer him back to benefits in a card. There's no updates on the policy.
[CUSTOMER][NEUTRAL] Yes, ma'am. That's not. I'm looking at it. Let me, let me make sure I'm not that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes ma'am, that's right, he'll need to contact it.
[AGENT][POSITIVE] OK, OK, perfect. All right, I will let them know. Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome, [PII]. Have a great day, OK?
[AGENT][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] OK, so sorry about that. OK, so everything I've got on file states that you'll have to contact B, um, so benefits in a card. Have you spoke with them?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] Well, why would your name, American Public Life be all over this denial of benefits and I gotta call them.
[AGENT][NEUTRAL] Well, they're the ones who
[CUSTOMER][NEUTRAL] You know what I'm saying?
[AGENT][NEUTRAL] Yeah, we're kind of like a third party, so we process the claims, um, we verify your eligibility.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, OK, can you, can you give me their phone number?
[AGENT][POSITIVE] Yes, I can also transfer you if that's helpful.
[CUSTOMER][NEUTRAL] Oh, that, that would be good, but give me the phone number I need to talk to if before you transfer me.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Sure, absolutely. It's [PII].
[CUSTOMER][POSITIVE] OK, and [PII], thank you so much for your help and and uh.
[CUSTOMER][NEUTRAL] Uh please transfer me.
[AGENT][NEUTRAL] OK, I'll get you transferred. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one para espanol precios.