AccountId: 011433970860
ContactId: 021a2146-ef5d-4259-a64b-0d5a8d906179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459750 ms
Total Talk Time (AGENT): 206011 ms
Total Talk Time (CUSTOMER): 150896 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/021a2146-ef5d-4259-a64b-0d5a8d906179_20250325T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry. I wanted to see if I have a policy with you guys.
[AGENT][NEUTRAL] OK, I could check to see if you have a policy with us. Can I please get your name and um your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And last name [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] And a good number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and can I get your social security number so I can pull your name up to see if you have any policies with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], and then it should be my first name [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me. Alright, let's see if you have any active policies with us.
[AGENT][NEUTRAL] I'm not showing that you have any active policies with us at this time.
[CUSTOMER][NEUTRAL] OK. Was there one in the past or?
[AGENT][NEUTRAL] You had
[CUSTOMER][NEUTRAL] When did it expire?
[AGENT][NEUTRAL] Yes, yes, you had a group critical illness policy that started on [PII] and ended on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you had a short term disability that started on [PII] and ended on [PII].
[AGENT][NEUTRAL] And then you had another group critical illness.
[AGENT][NEUTRAL] I started on [PII] and ended on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cultural animals.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then OK, I think that's why because I got a letter in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, asking if I received like a, like a check for.
[CUSTOMER][NEUTRAL] Maybe overpayment?
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEGATIVE] And um I responded because I've never received it and never cashed it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it said it would take 15 days, so I did send the fax back to the number requested.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I was just curious because I was like uh I don't remember canceling or anything like that.
[AGENT][NEUTRAL] No, actually, your group, Union Bank and Trust through LA uh, were you with the city of LA?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They, um, right, LA County, um, they no longer have their insurance through us. They, um, chose to use another company.
[CUSTOMER][NEUTRAL] The county.
[AGENT][NEUTRAL] So that's why all the policies were lapsed because they chose to go a different direction.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, um, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that makes sense cause I was like, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] I do have a question, um, you know how like when you have those policies and you can file claims in that time frame for like.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, like the benefit claims for like if you go to the dentist or if you like do your routine checkups.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What's the, did I do any of that or did I miss out because I don't have the policies?
[AGENT][NEUTRAL] OK, let me look and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so on your group critical illness, you only had group critical illness and short term disability with us?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Let me see if there was any claims ever filed.
[AGENT][NEUTRAL] On the group critical illness, the last one that you had with us. Um,
[AGENT][NEUTRAL] It looks like you filed a claim in [PII] that was paid.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Paid $100 for a screening.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was on the last policy. Let me check your other policies to see anything, if anything was ever filed on those.
[AGENT][NEUTRAL] Uh, short term disability, nothing was ever filed on that.
[CUSTOMER][NEUTRAL] OK, OK, that makes sense.
[AGENT][NEUTRAL] And then your first group critical illness, let me see if anything was ever filed on that one for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the first group critical illness policy that you had with us, you filed a claim also for screening that paid $100.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for those is it per person or per because I know some are like per individual and some are like per policy, what kind is that one?
[AGENT][NEUTRAL] This one is uh per policy and you used it for yourself.
[CUSTOMER][POSITIVE] OK, OK, so then that was good.
[CUSTOMER][NEUTRAL] OK, so then that's it and then I submitted the paperwork, so then I'll just wait for that response.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] And then OK I'll be good. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You, you're very welcome. I'm glad I was able to help you today. Is there anything else or any other questions you may have before we go?
[CUSTOMER][POSITIVE] No, I'm all set, thank you for clarifying for me.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You do the same. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.