AccountId: 011433970860
ContactId: 0b8e9472-107e-4020-b634-363d98bf67da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 735940 ms
Total Talk Time (AGENT): 230929 ms
Total Talk Time (CUSTOMER): 183280 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/0b8e9472-107e-4020-b634-363d98bf67da_20250314T16:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, so, how are you?
[AGENT][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] I just have a question, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I had one of the nurses call from a medical institute to verify my insurance, and they called you all and someone told them that my insurance wasn't accurate to you all, and it is.
[AGENT][NEUTRAL] OK, I can check on that.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, may I have your
[CUSTOMER][NEUTRAL] Do you need my policy number?
[AGENT][NEUTRAL] Yes, first, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK. The name is [PII]
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK and what is the callback number?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Um, oh, my phone number is area code [PII].
[CUSTOMER][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] It's 01767275.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and Miss um [PII] um for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Beaumont, Texas.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address, I think y'all have this one, [PII].
[AGENT][NEUTRAL] We have your work email, it seems like.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at the notes on this policy. Do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[AGENT][NEUTRAL] OK, um, the group is no longer with us.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The group, the Beaumont Independent School District, they're no longer with us since [PII].
[CUSTOMER][NEUTRAL] They're not?
[AGENT][NEUTRAL] Mm mm. No.
[CUSTOMER][NEUTRAL] Oh well, who are they with?
[AGENT][NEUTRAL] I'm not sure. We don't have that information. You probably need to get in contact with them, but yeah, they're no longer with us and that's the reason the policy was terminated back in September.
[CUSTOMER][NEUTRAL] Oh my gosh, and I didn't even know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, and that's what I was looking at the notes to make sure that I have all the information I needed, but yeah, that's, that's all I got is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you all send me new cards and everything.
[AGENT][NEUTRAL] Um, when did you receive the new cards?
[CUSTOMER][NEUTRAL] This year?
[AGENT][NEUTRAL] Oh yeah, um, in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do they have a different group number?
[AGENT][NEUTRAL] I don't see anything indicating there's a new group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got them right in front of me.
[AGENT][NEUTRAL] OK, do you see what's the group number?
[CUSTOMER][NEUTRAL] The group number is 17588.
[AGENT][NEGATIVE] Yeah, that group is not with us no more.
[AGENT][NEUTRAL] I wonder why they send us out.
[CUSTOMER][POSITIVE] Oh my goodness, OK.
[AGENT][NEUTRAL] Yeah, um, yeah, I see the last call that you made was back on um [PII] asking on how to submit a claim.
[AGENT][NEUTRAL] And the information was given to you, but yeah, the policy lapsed on September, so the labs um completed on October.
[CUSTOMER][NEUTRAL] So I didn't laugh, I didn't laugh but the company did.
[AGENT][NEUTRAL] Correct. The Bemont Independent School is no longer with us. It's not with APL. So, yeah, they're the ones that decided to terminate the policy. Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, the other one, OK, so they must have got something else.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Probably, yeah, just get in contact with um you know independent school and they will let you know who they're working with right now, but yeah, it looks like that they don't have any policies with us any longer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Well I know I'm gonna miss you all cause y'all took care of me when I was sick.
[AGENT][NEUTRAL] Yes, and we're gonna miss you. I remember you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know, I know.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah, and you didn't get any letters from us. I don't, I don't think you can keep this I don't see, I didn't see that you can. No. Mm mm. No, unfortunately, it's through the school. Yeah, it's through the school district, so yeah, it's not keep the policy. Mhm. All right. Well, you have a good day and yeah, we're, we're gonna definitely assist you, but if you have any old claims that you need to send, feel free to send them. There's no timely filing limit, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I hadn't gotten a letter from y'all.
[CUSTOMER][POSITIVE] Oh my goodness, OK, alright.
[CUSTOMER][POSITIVE] OK you too thank you.
[CUSTOMER][NEUTRAL] Well, you know what? I do have, I do have some old claims.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. When were you, when, when the child left, when, when was it left? [PII]?
[AGENT][NEUTRAL] Yes, [PII]. So that means anything that you did before [PII], you can submit claims.
[CUSTOMER][NEUTRAL] OK, I do have some.
[AGENT][NEUTRAL] OK, so, yeah, you can go ahead and submit them. Mhm.
[CUSTOMER][POSITIVE] I'm getting ready
[CUSTOMER][NEUTRAL] Yeah, I'm getting ready to file now and and and it's in 24 but it's um.
[CUSTOMER][NEUTRAL] I think May.
[CUSTOMER][NEUTRAL] I'll send them in and then y'all will let me know. Do I need to send them, you want me to send them directly to you?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, yes, definitely.
[AGENT][NEUTRAL] Um, it goes to the claims department because it has to go to, uh, an examiner for her to process the claims. So just go ahead and send it like you've been sending it before, um, to the claims department and we'll go ahead and look into it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So before August.
[AGENT][NEUTRAL] The last day of August is your last day. Mhm. So basically anything before [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Anything before [PII].
[AGENT][POSITIVE] [PII] correct mhm yes.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Oh boy. OK. Now I gotta find out who we're with. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. OK. Well, you have a good weekend and good afternoon. You're welcome. Thank you. Bye-bye, Miss.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, you too, alrighty, OK.
[CUSTOMER][POSITIVE] Alright, thank you [PII] bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.