AccountId: 011433970860
ContactId: 182a4c4e-0e70-437d-890d-0aa41191df4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1293040 ms
Total Talk Time (AGENT): 226679 ms
Total Talk Time (CUSTOMER): 555759 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/182a4c4e-0e70-437d-890d-0aa41191df4a_20250312T17:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Aetna member Services. By the way, this call is being recorded for quality and training purposes. I have a member here on the other line. Her name is, um, talking to the mother, [PII], and she's calling for her daughter [PII].
[AGENT][NEUTRAL] OK, do you have a callback number that I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Um, do you have a call number, [PII]?
[CUSTOMER][NEUTRAL] Um, mine is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, can I give you the group number or the um outpatient in in hospitals, which do I give you?
[AGENT][NEUTRAL] The inpatient or outpatient um hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, 02549425 ML and it's either 7 or 8.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And can I verify your address and email address? Well, we don't have an email address. Can I verify your address, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Do you have an email address you would like to give us?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'll put that in the system for you. Thank you, Ms. [PII]. And did you have a question about the policy or claim?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, um, by the way, what's your first name? How do you spell your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you. What a beautiful name. [PII], so remember we're calling about for her daughter. We just need to verify the coverage effective date.
[AGENT][NEUTRAL] OK. What's the daughter's name?
[CUSTOMER][NEUTRAL] Of their plan.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And her
[AGENT][NEUTRAL] Thank you. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] [PII] moment, OK.
[CUSTOMER][NEUTRAL] And what's the policy number?
[AGENT][NEUTRAL] 02549425
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 0254.
[AGENT][NEUTRAL] 942 5.
[CUSTOMER][NEUTRAL] All right. So the coverage effective date was, let me just get an update this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We had them before, but that was our new.
[CUSTOMER][NEUTRAL] New year. I mean, we've been with American Public Life for our secondary insurance for a while, but.
[AGENT][NEUTRAL] Yes, she's had prior policies. This is just a new policy that they rolled over to.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Checking here.
[CUSTOMER][NEUTRAL] So that was for [PII].
[CUSTOMER][NEUTRAL] So the start date of the plan was [PII].
[AGENT][NEUTRAL] No, the start date of this plan is [PII], but she had a policy prior.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], sorry.
[CUSTOMER][NEUTRAL] So we were we with them for a few years. This is just the new rollover policy.
[CUSTOMER][NEUTRAL] On 91.
[CUSTOMER][NEUTRAL] OK. Let me just go and check here.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Please bear with me.
[CUSTOMER][NEUTRAL] I'm updating this.
[CUSTOMER][NEUTRAL] Information
[CUSTOMER][NEUTRAL] All right, on it, so the policy number.
[CUSTOMER][NEUTRAL] And the effective date of the plan.
[CUSTOMER][NEUTRAL] So check on it, OK, [PII] and it's still currently active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it's been
[CUSTOMER][NEUTRAL] And the name of the insurance is?
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that OK if I place you on hold just for 2 to 3 minutes? I'll be.
[CUSTOMER][NEUTRAL] Up Yeah, no, make, make sure because remember she came in on the [PII], so make sure that you, you realize or know that we had them on the [PII] as well. It's just, it's, it's like the our [PII] for the for the insurance that was the original, yeah, when when is, can you provide us the original effective date of the policy?
[AGENT][NEUTRAL] OK, now she's had several policies like 123456. What data of service are you wanting the policy for?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] OK, the policy number for that data service would be 02.
[AGENT][NEUTRAL] 408942
[AGENT][NEUTRAL] And it was effective from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Um, [PII] to [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Let me just get an update this information correctly, OK?
[CUSTOMER][NEUTRAL] And it's American.
[CUSTOMER][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] OK, on it.
[CUSTOMER][NEUTRAL] I'm having an error. Can you please hold for just 2 to 3 minutes? And please bear with me, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I'll do everything to help you just 2 to 3 minutes and please stay on the line thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did she say 3 minutes?
[CUSTOMER][NEUTRAL] She did.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I, I don't, I, I have a feeling this is not gonna go well just because I don't think they understand that we've.
[AGENT][NEUTRAL] Who am I, who am I speaking with anyway?
[CUSTOMER][NEUTRAL] I'm I'm [PII]. I'm [PII]'s mom.
[AGENT][NEUTRAL] No, I'm I'm saying who is she?
[CUSTOMER][NEGATIVE] Oh, this is, I'm sorry, this is Aetna. This is my primary insurance. I don't know why I keep telling them like they, they're, they're not my primary insurance. You guys are well we need to update. I said, OK, whatever. So finally they're denying like a several $1000 hospital bill and because they don't have this information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, thinking where's the primary.
[CUSTOMER][NEUTRAL] Even though I've mentioned it multiple times to her, so I, I don't, I've never had a, they, you, they paid other bills that were on that date, so I, I'm so confused, but anyway, I'm like, OK, well, whatever, here we go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Here we are.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm gonna be updating your email address.
[CUSTOMER][NEUTRAL] So sorry to hold
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I got your email address in.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have a phone number you'd like to give us in case we did have any questions we could call you.
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] [PII], OK. I'll add that.
[CUSTOMER][NEUTRAL] OK. Did you get that? Did you need me to repeat it?
[AGENT][POSITIVE] I got it. Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Probably the worst possible day that
[CUSTOMER][NEUTRAL] We could have been in the hospital with our insurances because we're everything changes on [PII] so she went in at [PII] at night. So anyway.
[CUSTOMER][POSITIVE] I love it.
[AGENT][NEUTRAL] It's OK, when, when she understands, it'll be OK. When she gets back, I'll tell her what kind of policy it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I just, I spoke to you guys yesterday. If she gets on, I'll just quit talking, but I did speak to you guys yesterday because several of my bills, uh, they're, they're not showing that.
[CUSTOMER][NEUTRAL] I have given the APL. I don't know why they never want to include it. I don't know if we're still working on it, OK? Please bear with me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Anyway, um
[CUSTOMER][NEUTRAL] So I just APL said.
[CUSTOMER][NEUTRAL] You just have to now call the place call the bills and so now just 3 minutes and please stand on the line by the way, they're very quick survey after we end the call, OK, please stand on the line. Thank you.
[CUSTOMER][NEUTRAL] She's told me that 10 times.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not kidding. I've counted every time. I'm like, I'm not taking a survey, but.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, a lot of them don't understand that we're just secondary.
[CUSTOMER][NEGATIVE] Yes, no, no, and, and you know our, our HR persons like just give them at the APL when you go in and I do every single time and they either dismiss it or I don't know what happens but I always have to call and get the numbers every single time and they never include it.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't understand why, and my friends, same thing where our husbands work together and she said same thing happens to her. I don't know why, but.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm, I don't understand.
[CUSTOMER][MIXED] It's a hassle, but it's worth it. American public life has been our
[CUSTOMER][NEUTRAL] It's been our savior in many instances.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Maybe she'll get you.
[AGENT][POSITIVE] Worked out
[CUSTOMER][NEUTRAL] I hope so because she mentioned I have an $8000 bill. I'm asking her about. She mentioned $11,000. I said I've never gotten that, so I have no idea what that is.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] I wonder why she can't fix it without you being on the phone.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEGATIVE] I'm not sure that's a great question.
[CUSTOMER][NEUTRAL] For you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Where are you located?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][POSITIVE] Alright, I'm still having an error, so please bear with me, OK? I do apologize for that long wait here. We're working on it just 2 to 3 minutes and please stay on the line. Thank you for waiting.
[CUSTOMER][NEUTRAL] Another 2 to 3 minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Oh OK, cold there?
[AGENT][POSITIVE] It is actually warm today.
[CUSTOMER][POSITIVE] Oh, that's nice.
[AGENT][NEUTRAL] Where are you at?
[CUSTOMER][POSITIVE] That's very nice.
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] Which has been, yeah, it's been gorgeous, oh beautiful. Today was in the 50s in the morning, which is very unusual, but it's been gorgeous.
[AGENT][NEUTRAL] Warm
[AGENT][NEUTRAL] It's 75 here today.
[CUSTOMER][NEUTRAL] That's that's about what it is here right now on I think Saturday was 90 but.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That's a nice break today. Yeah.
[CUSTOMER][NEUTRAL] Very hot.
[CUSTOMER][NEUTRAL] I have a feeling she doesn't know which number to put where.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I would assume she would put the 18:[PII] correct? because we came in on [PII]? OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. It should be under the, not the new policy, but the one before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, I'm wondering if she's doing that.
[AGENT][NEUTRAL] That's what I told her, so maybe she is.
[CUSTOMER][POSITIVE] I hope so.
[AGENT][NEGATIVE] She, I think she just sounded kind of confused.
[CUSTOMER][POSITIVE] Yeah, agreed.
[CUSTOMER][NEUTRAL] I'm sorry for that long wait here still having this error.
[CUSTOMER][NEUTRAL] Can you do you know what the error is? I mean.
[CUSTOMER][NEUTRAL] I'm just gonna check here, OK?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Please bear with me.
[CUSTOMER][NEUTRAL] So all their insurance is secondary.
[CUSTOMER][NEUTRAL] All right, American Public.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] And you're entering the policy number from um [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just making sure.
[CUSTOMER][NEUTRAL] And can I have the subscriber name?
[CUSTOMER][NEUTRAL] [PII], my husband, and he has also added to this policy with American.
[CUSTOMER][NEUTRAL] Yeah, he's the he's a subscriber.
[CUSTOMER][NEUTRAL] Can I have the date of birth for your spouse?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] There is an error in my end.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What kind of error? What is the problem?
[CUSTOMER][NEUTRAL] Uh, what's the policy number? 02.
[AGENT][NEUTRAL] 408942.
[CUSTOMER][NEUTRAL] Any letters or?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right on it, OK.
[AGENT][NEUTRAL] And it's a secondary policy that coordinates with their primary.
[CUSTOMER][NEUTRAL] Just 2 to 30 minutes and please stay on the line, right?
[AGENT][NEUTRAL] Another 3 minutes.
[CUSTOMER][POSITIVE] Thank you for holding, yes please, since I'm having an error in my end.
[AGENT][NEGATIVE] OK, I can't continue to hold for very much longer now.
[CUSTOMER][POSITIVE] Yeah, so, so thank you, thank you for your help. We have all the information that we need.
[AGENT][NEGATIVE] Uh, you don't need me anymore.
[CUSTOMER][NEUTRAL] You're good now?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So we're still working on it, OK? Yeah, um, just you can now end the call.
[AGENT][NEUTRAL] What did she?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I don't, I don't have any from it from [PII], so you're sure you have the correct number in policy number for that year? Maybe I should take it down so that I.
[CUSTOMER][NEUTRAL] Have it or any other problems.
[AGENT][NEUTRAL] You're gonna write it down?
[CUSTOMER][NEUTRAL] I got rid of that card.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whenever you're ready, I'm ask you again.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 408942 and that one's active from [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and that's um that's just the number itself it doesn't matter inpatient or outpatient.
[AGENT][NEUTRAL] Right, it doesn't matter.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day now.
[CUSTOMER][POSITIVE] You as well thank you so much bye bye. Right.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] I'm not working on this claim, OK?
[CUSTOMER][NEUTRAL] Oh