AccountId: 011433970860
ContactId: 0c253509-b2cb-41d3-b8f8-bb7c78b04cd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 787250 ms
Total Talk Time (AGENT): 289805 ms
Total Talk Time (CUSTOMER): 191143 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0c253509-b2cb-41d3-b8f8-bb7c78b04cd7_20250602T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEGATIVE] Yes, I received a letter indicating that the premium for the service dates was not received.
[CUSTOMER][NEUTRAL] And because payments are being paid through COBR, I need to contact.
[CUSTOMER][NEUTRAL] This number
[AGENT][NEUTRAL] OK, let's take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02554019.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up here. Give me just a moment.
[AGENT][NEUTRAL] And then if I could verify uh for security, your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And then lastly, I'll need to verify your address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] All right, I'm trying to see what we need to do because you were like you had said, continuing it through COR, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I believe because of the group everything that as far as continuations because they do show that the policy is not active goes through benefits and a card um they're at a different number let me call over there if you don't mind and I can place you on hold and see if they're who you would talk to about this. um, do you have a good call back number just in case if something happens?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me contact over there because they're the ones that deal with the continuations and any changes um but I don't wanna just transfer you blindly over there let me call and make sure they're the right group before I transfer you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits and a card. This is speaking. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over at American Public Life Insurance. I was wondering if you could help me with a mutual insured. Um, they have their plan uh through a group staffing agency, and I believe you guys are dealing with the policy continuations. Can I give you their policy number?
[CUSTOMER][NEUTRAL] Give me the name of the staffing agency and the last four digits of the social. I will be waiting to find them.
[AGENT][NEUTRAL] The name of the staffing agency is Innovative Staff Solutions.
[AGENT][NEUTRAL] And you said the last 4 of the social?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Bets on the card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hi [PII]. My name is [PII]. I work over at American Public Life Insurance. I have a mutual insured on the line who is inquiring about their policy status, and it looks like it's managed through you guys. Can I give you their information?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, what's their first and last name?
[AGENT][NEUTRAL] OK, so, sorry, one moment. First name is gonna be [PII]. Do you need me to spell that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] And his last name is How.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] [PII] is the last name.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] The muscle like the foot.
[CUSTOMER][NEUTRAL] Like like.
[CUSTOMER][NEUTRAL] And then what's your date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Located in [PII].
[AGENT][NEUTRAL] Uh, let me see what is.
[AGENT][NEUTRAL] Yes, uh-huh. [PII] at [PII].
[CUSTOMER][NEUTRAL] OK, thank you and then when is the service for?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Or when was it for?
[AGENT][NEUTRAL] He just told me that he got a letter from us stating that a claim was denied because this policy was not active at the time of service, and that he continued the coverage on through COBRA. The only claim I can see on here is for a data service of 423-25.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was denied uh due to that. And so yeah, I uh think you guys are handling the continuation, it looks like.
[CUSTOMER][NEUTRAL] So COR is a different department than us. Um, the last time he had coverage was on [PII]. Then after that they do have the choice to continue their coverage, but COR is a different department. It's not even us. And then, yeah, he wasn't active with us on April, what was the date you said [PII] of this year.
[AGENT][NEUTRAL] Yeah, it was the [PII]. Do you have a contact number for him for like the cobra people so we can see what happened?
[CUSTOMER][NEUTRAL] Yeah, the
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For Cobra, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because he does have to speak to Cobra because we don't really have nothing to do after um [PII] of this year. So yeah, he would have to speak to them directly and I do have a contact number that he can reach out to them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] And then let me know when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] option 1.
[AGENT][POSITIVE] Option one. OK. All right, I will give him that information and just let him know he needs to contact them in regards to the continuation and the COBR. Awesome. Thank you, [PII]. I appreciate you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You're welcome have a nice day.
[AGENT][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you so much for your patience, Mr. [PII]. Um, so I did speak to somebody over at Benefits and a card. They gave me a phone number that you need to contact for the COBRA and the continuation, um, because the coverage does show that it ended in February.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] No, I, I restated it, uh, and I spent like, uh.
[CUSTOMER][NEUTRAL] I sent one payment of $127 and then I sent another payment of $400 and something, let's see.
[CUSTOMER][NEUTRAL] About $460 and I I requested that card. That those are the cards that they sent me. Now if they didn't get the money, somebody got it, I guess I'll have to go through my credit union to verify that they did receive the money.
[AGENT][NEUTRAL] Well, if it's an error as far as it's supposed to be active and, you know, it's something they need to correct, that's something that can definitely be remedied. Um, unfortunately, I can't do that since it's through COR, but I have a number where you can contact to see what is exactly going on here. So let me give you that contact number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give them a call and see what's going on. If they've made an error, then they need to let us know so we can get it corrected and reprocess the claim.
[CUSTOMER][NEUTRAL] OK, I'm calling them right now.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh-huh, bye-bye.