AccountId: 011433970860
ContactId: 19db65e8-4ca1-412d-b410-e3f5407fff30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 800640 ms
Total Talk Time (AGENT): 171362 ms
Total Talk Time (CUSTOMER): 178560 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/19db65e8-4ca1-412d-b410-e3f5407fff30_20250422T15:58_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] Yes, hi, [PII], this is [PII] calling. Um, I'm calling because I received a big package from APL, um, just within the last month or so.
[CUSTOMER][NEUTRAL] And the letter is dated [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Addressed to me. Dear [PII], welcome to American Public Life Insurance Company. Letter contains important information about your APL coverage, including the following details about your plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Certificate effective date [PII].
[CUSTOMER][NEUTRAL] Member certificate number, coverage type individual plan type accidental injury.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Is this insurance, am I receiving this because this insurance is still in effect, or am I receiving this because you got claims from [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From my doctors.
[AGENT][NEUTRAL] I can check and see. I can check and see if it's active or why you received that package, OK? Um, do you see the policy certificate number or the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, the member certificate number is 021.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 48723
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII] and that's spelled [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the email address on file should be my personal I think um it's [PII].
[CUSTOMER][NEGATIVE] But if not, you may have my old work email which is uh at [PII] [PII] but that email is no longer effective.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, let me check, let me check the other policy and see, um, the policy is terminated, so I'm not really sure why you received that, um.
[AGENT][NEUTRAL] Let me go ahead and go through the notes and see if I can find out why um a certificate was sent um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I had, you know, the only thing I can think of is I, I had hip replacement surgery in [PII].
[CUSTOMER][NEUTRAL] And maybe there were claims submitted from the doctor, the surgeon or the hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I don't know if I need to submit claim forms. I didn't think I needed to, but.
[AGENT][NEUTRAL] OK, let me just go over the notes and the policies and the claims and see if I can find something that will let us know why you received that or um if we're needing anything or if we're processing anything or to see what happened.
[AGENT][POSITIVE] OK, so let's see um yeah, you're welcome.
[CUSTOMER][POSITIVE] OK, yeah thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] International please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And there's no um.
[AGENT][NEUTRAL] OK, um, I'm gonna put you on a brief hold. I'm just gonna go ahead and get to customer service and see, um, and you said the date on that package was [PII]?
[CUSTOMER][NEUTRAL] the [PII] is the date of the date of the letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Um, one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do apologize for that long wait. OK, so I went ahead and investigated and it looks like that was a, um, we did receive a notification stating that there was um some certificates that were sent in error for that group. So you can just disregard that, the policies is terminated.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the policy though is confirmed that the policy is terminated.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it is confirmed.
[CUSTOMER][NEUTRAL] With and but there were no claims that were submitted against [PII].
[AGENT][NEUTRAL] I don't see anything under your accident. Um, was the hip replacement due to your accident? Was it an accident or no?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes and no.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, yes, it was because I, I, it was um.
[CUSTOMER][NEUTRAL] Trauma arthritis from a fall that I had years prior.
[AGENT][NEUTRAL] Was it the, the accident took place before of [PII]?
[AGENT][NEUTRAL] Or after.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was before.
[CUSTOMER][NEUTRAL] Accident took place before [PII]. The hip replacement surgery, of course, trauma arthritis doesn't set in until years later.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the, the hip replacement surgery was done in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Gotcha. Um.
[AGENT][NEUTRAL] If you would like to submit a claim, you can submit a claim for review, but usually when the accident, because this is an accident policy, and when the accident takes place before the date of service, it, it more than likely will not cover because the accident took place before you had this policy.
[AGENT][NEUTRAL] Um, or this policy became effective. Uh-huh. So, but you can send us a claim if you would like to and let us look into it, but yeah, um, that's just part of the policy and the benefits of the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, all right. OK, thank you. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.