AccountId: 011433970860
ContactId: 053b63db-6ced-402c-b59d-05370f3e339d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 816000 ms
Total Talk Time (AGENT): 390443 ms
Total Talk Time (CUSTOMER): 241666 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/053b63db-6ced-402c-b59d-05370f3e339d_20250324T16:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is group billing. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see about, um, trying to see the pro the process of getting my client.
[CUSTOMER][NEUTRAL] Policies to like transfer over I go to like portable sorry trying to think of the words I'm looking for.
[CUSTOMER][NEUTRAL] It's been a long morning.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh, it definitely has. Um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So what is your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I do have a policy number as well.
[AGENT][NEUTRAL] OK. You said [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. And what is that a good callback number for you just in case?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. Thank you so much. And let me get to that screen. You said you have a policy, oops.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You just want any other policy numbers?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, I'll give you accident. It's 214.
[CUSTOMER][NEUTRAL] 7641.
[AGENT][NEUTRAL] OK. 214-764-1. Is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] All right. And I'm gonna verify some information before I get you taken care of on that. OK, [PII], um, can you verify the last four digits of your social please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hold on, I got holding.
[AGENT][NEUTRAL] I, I, I get it.
[CUSTOMER][NEUTRAL] Some, oh Lord.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you want to give me all of it, that's fine cause I've got it all. I just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you so much. Hey, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Lord, I can't hear you.
[CUSTOMER][NEGATIVE] That's bad when you gotta write it down to remember.
[AGENT][POSITIVE] No, it's quite all right.
[AGENT][NEUTRAL] I, I get it.
[CUSTOMER][NEGATIVE] I'm sorry, I'm, I'm stressing. I have surgery tomorrow. I'm not.
[AGENT][NEGATIVE] Oh, I hate to hear that.
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][POSITIVE] Um, well, I hope everything goes well with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII] and can you verify your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And hm.
[AGENT][NEUTRAL] Your email address that we have on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much. And your address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that and you said that you are wanting to.
[AGENT][NEUTRAL] Continue your coverage? Is that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so my company's switching over from APL to another company, so I wanted to see about um.
[CUSTOMER][NEUTRAL] Doing a portable for accident.
[CUSTOMER][NEUTRAL] And hospital actually accident.
[CUSTOMER][NEUTRAL] Yeah, I guess just accident in hospital.
[AGENT][NEUTRAL] OK [PII], now I do see that since it is not a group right now and your group has not terminated yet with us, what will happen is once they do.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm yeah they said it'll May [PII].
[AGENT][NEUTRAL] Right, once they do, they, you will receive a letter stating that you're no longer being payroll deducted and that that that at the time you'd be able to respond to that letter because it'll also give you.
[AGENT][NEUTRAL] Whether it's portable or not, it will also tell you that if it is, it will let you um.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Give you the different ways to pay, you know, whether it be um
[AGENT][NEUTRAL] Bank draft.
[AGENT][NEUTRAL] Quarterly, annually, semiannual, it'll have all of that information on there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have to wait till they actually drop and then I'll get the letter to do everything.
[AGENT][NEUTRAL] Right, you'll get the letter stating that it's no longer being payroll deducted and that would be your cue to just call us and let us know and they'll, you know, so if it's portable they'll let you know then.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Um, my other question while I have you on the phone is so how.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How long do I have, like, even after they stop the claim, how long can I still go back to preprocess, not old things, because I know I'm still missing claims right now that I haven't processed that I just need to get to.
[AGENT][POSITIVE] That's a good question.
[CUSTOMER][NEUTRAL] So like once the account does the account just get closed then am I able to go back and do it?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I want to say that it's 3 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that is something that the claims uh uh.
[AGENT][NEUTRAL] What I, hold on just a moment. Let me find out real quick.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] How long does a person have before they, I mean, after their policy?
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] To submit a client.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just go ahead and send your claims, and we'll look at it and if they're processable they'll process it.
[AGENT][NEUTRAL] On that.
[CUSTOMER][NEUTRAL] But y'all don't have y'all don't have like a timeline of like how long they're still because like all my all the claims that I need to send are from when I had the policy so I just didn't send them all in yet.
[AGENT][POSITIVE] OK. Well, I mean, it's, you still got, I mean, it's not lapsed or anything, so I mean, you're, you're good. Um.
[AGENT][POSITIVE] You're good to send them in any of them.
[AGENT][NEUTRAL] And we'll look at it and just send it, no, ma'am. She said just, just send them in and we'll look at them. You're right. No, ma'am.
[CUSTOMER][NEUTRAL] But there's no like timeline of how long it's good for?
[CUSTOMER][NEGATIVE] OK, and then, um, for the accident claims, um, because I already had a surgery last year for my original accident claim, but I'm still like the accident has caused me to have another surgery now.
[CUSTOMER][NEUTRAL] Is that, would that still qualify under the accident claim?
[AGENT][NEUTRAL] OK. Now, that's a good question. I cannot answer any claims questions on that, uh, because, I mean, I'm not in that.
[CUSTOMER][NEUTRAL] OK, can you, can you send me something I can help with the claims question.
[AGENT][NEUTRAL] I'm sorry. I just said that's just part of, I'm not familiar with the claims on that, so, um, I couldn't answer that for you. But,
[CUSTOMER][NEUTRAL] Yeah, because I have questions about that and then how do I apply for like the family stuff with the accident claims too?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I definitely probably need a claim specialist for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, you're talking about filing for your.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I just didn't know what I needed.
[CUSTOMER][NEUTRAL] To apply for them.
[AGENT][NEUTRAL] Oh, you're talking about get them.
[CUSTOMER][NEUTRAL] Like for the non-local transportation and family lodging.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Like because it says I can get the $600 round trip because I did have to have somebody drive down from [PII] that's gonna be taking care of me for 8 weeks because I can't drive for 8 weeks. I just need to know like what I needed on here to apply for that.
[AGENT][NEUTRAL] I understand that.
[AGENT][NEUTRAL] OK, any questions as far I mean anything concerning a claim and what is payable, that is something that I couldn't answer. I can get you over to someone who would be able to help you with that but as far as me being able to help you with that, I do apologize, but that is not.
[AGENT][NEUTRAL] In my wheelhouse.
[CUSTOMER][POSITIVE] That's no problem. I, I totally get it. You can get me transferred over to one of them, please.
[AGENT][NEUTRAL] I cannot, I can do that. All right, [PII], is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Before I get you transferred.
[CUSTOMER][POSITIVE] No, ma'am, you have answered all my questions because I just have to wait till they drop so I can just pick these up after.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, ma'am. You're right. You don't, you, you can wait until afterwards.
[AGENT][NEUTRAL] To get those so.
[CUSTOMER][NEUTRAL] I need be cleaning stuff.
[AGENT][NEUTRAL] I understand that. Um, so, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Let me get you transferred over and someone will be able to help you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] And again, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No, ma'am, that was it on that aspect.
[AGENT][POSITIVE] All right. Well, again, thank you for calling APL. You have a wonderful day and
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Hold on. Something's not working.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] It never works when you need it to.
[AGENT][NEUTRAL] Um, it, it has definitely been a Monday.
[CUSTOMER][NEUTRAL] I feel that
[AGENT][NEUTRAL] For, for all of us, so, um.
[AGENT][POSITIVE] Yeah, just one moment and we'll get you taken care of.
[AGENT][NEUTRAL] What's what's what's the big.
[AGENT][POSITIVE] All right. Again, thank you for calling APL and you have a wonderful day and I'm gonna get you transferred over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], um, I have.
[AGENT][NEUTRAL] [PII] on the phone. What she is calling about is she is wanting to, she has a claim question.
[AGENT][NEUTRAL] I have her policy number and a good callback number. She has been fully verified. Um, her policy number is 2147641. A good callback number is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]. And as I said, she has been fully verified.
[CUSTOMER][NEUTRAL] OK, and can you give me that policy number one more time?
[AGENT][NEUTRAL] 214-7641.
[CUSTOMER][NEUTRAL] OK, let me pull her policy up real quick.
[CUSTOMER][NEUTRAL] OK, I've got [PII] pulled up and she's calling about a claim, is that right?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thanks [PII]. I appreciate you. You can go ahead and and release her.
[AGENT][POSITIVE] All right. Well, thank you and I appreciate you too. Mm bye-bye.