AccountId: 011433970860
ContactId: 0669d0b4-e45b-4ed2-af13-ffa76adf0456
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229289 ms
Total Talk Time (AGENT): 72227 ms
Total Talk Time (CUSTOMER): 122414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/0669d0b4-e45b-4ed2-af13-ffa76adf0456_20250606T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, good morning. My name is [PII] and I have um APL with my work insurance and I'm just, I just turned [PII], so I went on Medicare and United Healthcare, um, um, plan, and I, um, just calling because they canceled my medical insurance and I'm wondering if this is also canceled or if I still have benefits with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, see, and do you happen to have a policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have hm group number individual.
[CUSTOMER][NEUTRAL] I don't know in.
[AGENT][NEUTRAL] Does it start, it may start with 01 or 02.
[CUSTOMER][NEUTRAL] OK, so, um, this is, uh, in, in hospital benefits card number certification number is that 01943301 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me see, Miss [PII] verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII], what else do you need?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] I'm not sure which one you have, um, and [PII].
[AGENT][NEUTRAL] Uh, we have a different one. I'm assuming it's your.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Do you wanna keep that address in the system?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's fine mhm.
[AGENT][NEUTRAL] OK. Uh, show you your policy term with us on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] So they terminated when they terminated my health insurance.
[AGENT][NEUTRAL] See, I'm assuming because it looks like we received from your employer, um.
[AGENT][NEUTRAL] Yeah, because the policy you have with us was secondary only, so you would need that primary insurance in order to be covered on the secondary.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And so I don't OK so if they canceled it then everything's gone like my um I know of course my gap insurance would be gone but um I also had um gosh what was the other insurance can't think of it right now um that it was under you and I thought it was still activated um.
[AGENT][NEUTRAL] Um, I always show the secondary, I guess you say gap plan. I don't see any other policies with our company.
[CUSTOMER][NEUTRAL] Last
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so then I'll have to go back in my paperwork and see what the other plan was because I know.
[CUSTOMER][NEUTRAL] I think it was the medical insurance had signed me up with these different plans, so OK, so you are just the gap.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And that expired.
[CUSTOMER][NEUTRAL] 3125, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, so that's it all right have a great day thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.