AccountId: 011433970860
ContactId: 1a814bef-6ded-4d3a-9eb1-c593d2027fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502649 ms
Total Talk Time (AGENT): 221736 ms
Total Talk Time (CUSTOMER): 195556 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1a814bef-6ded-4d3a-9eb1-c593d2027fac_20250129T20:44_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is To[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, uh, you said your name is La[PII]?
[AGENT][NEUTRAL] It's To[PII].
[CUSTOMER][NEUTRAL] [PII]h, To[PII]sorry, um, I got this in the mail. I don't know what it is. It was saying accidental injury.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It says accidental injury.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got my name Cy[PII]and then the number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02341272.
[AGENT][NEUTRAL] OK, can you give
[CUSTOMER][NEUTRAL] And it says policy.
[AGENT][NEUTRAL] Mhm, Miss, Miss Lu[PII]can you give me that number, um, the policy number again?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh it where it says I guess certified number.
[CUSTOMER][NEUTRAL] 02341272 that's the only number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. Cy[PII]can I also get um your call back number just in case our call gets dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 51[PII]
[CUSTOMER][NEUTRAL] [PII]0[PII]
[AGENT][NEUTRAL] [PII]K, let me look real quick.
[AGENT][NEUTRAL] OK, Ms. Fl[PII]I'm gonna need for you to verify your, your um policy for me for security reasons. Can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] I can put it in.
[CUSTOMER][NEUTRAL] Yeah, Oc[PII].
[AGENT][NEUTRAL] And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Well, on here you addressed it to 82[PII]What else you need phone number, email.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, your email address, yes ma'am.
[CUSTOMER][NEUTRAL] Pray, pray, pray with me.
[CUSTOMER][NEUTRAL] 10[PII].
[AGENT][NEUTRAL] Thank you and then the uh um phone number you gave me to call you back on if we get dropped, that's your cell phone number?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][POSITIVE] OK, thank you, Ms. Cy[PII]I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's take a look here. I do show that this was a group accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it's no longer in effect on the policy terminated on Au[PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see if it had any notes in there.
[CUSTOMER][NEUTRAL] But like the date on here is De[PII].
[AGENT][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] Yes, ma'am. It looks like um.
[AGENT][NEUTRAL] The letter was was not sent out until De[PII]So that's your letter stating that the policy is no longer active.
[CUSTOMER][NEUTRAL] Mm. So what was this for?
[AGENT][NEUTRAL] It was a group accident policy through core.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] Cause I got hurt on the job.
[AGENT][NEUTRAL] It's accident policy that you got through core incorporated through your employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ain't said nothing.
[CUSTOMER][NEUTRAL] Mm, mm mm.
[CUSTOMER][NEGATIVE] Even though I got hurt on the job, they just don't do right, and then it really wouldn't do me no good anyway cause I didn't get it till De[PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, the
[CUSTOMER][NEUTRAL] 20[PII].
[AGENT][NEUTRAL] Well, the policy was active from Ma[PII]So if you have any claims from Ma[PII]you can still file those are the way it works as long as you're covered on the date of service that you had to go to the doctor, you can still file the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I got her in Au[PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, that was before this policy.
[CUSTOMER][NEUTRAL] On that.
[AGENT][NEUTRAL] That was before this policy became active.
[CUSTOMER][NEGATIVE] Yeah. No.
[AGENT][NEGATIVE] this policy wasn't active.
[CUSTOMER][NEUTRAL] When did you say they came active?
[AGENT][NEUTRAL] Ma[PII].
[CUSTOMER][NEUTRAL] So the 23[PII].
[AGENT][NEUTRAL] Ma[PII].
[CUSTOMER][NEUTRAL] Oh, I have.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][NEUTRAL] And this is through Co.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] There ain't nothing I can do, huh?
[AGENT][NEUTRAL] Right. Unless, unless you have anything to file from Ma[PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 73[PII].
[CUSTOMER][NEUTRAL] 28[PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I get a policy, it ain't gonna be active until the year later.
[CUSTOMER][NEUTRAL] Why would they do that?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] This, like I said, this policy was taken out on Ma[PII]hrough your employer core.
[CUSTOMER][NEUTRAL] They knew what they was doing.
[AGENT][NEUTRAL] But then
[CUSTOMER][NEGATIVE] They knew what they was doing. Why would you do that knowing I got hurt in 20[PII].
[AGENT][NEUTRAL] Um, you can call and ask them, you know.
[CUSTOMER][NEUTRAL] Uh just.
[AGENT][NEUTRAL] But that's what we're showing the effective date is the first date that it was active and then the last date it was active was Au[PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess my question is why wasn't I aware of this until now.
[CUSTOMER][NEUTRAL] I mean, you know, De[PII].
[CUSTOMER][NEUTRAL] Well I wasn't not aware that I even had that with them.
[AGENT][NEUTRAL] Um, now, in order for you to be able to get these benefits, you have to sign up for them through your employer and then they're, they're bank drafted, they're taken out of your, the premium is taken out of your paycheck.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Ain't that nothing.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So you would have seen, you would have been able to see that premium come out on your paycheck because it was payroll deducted.
[CUSTOMER][NEGATIVE] Wasting my money too.
[CUSTOMER][NEUTRAL] Mm, mm mm.
[AGENT][NEUTRAL] For those years.
[AGENT][NEUTRAL] Are you still with them?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] No, I'm, I've moved out of state and uh my last was August of last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that's why it lapsed then.
[CUSTOMER][NEUTRAL] Uh, I think 23[PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's why you no longer have it is because when you moved you didn't work for them anymore so they couldn't take your, your premium from your paycheck anymore to pay for your policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know the certificate number. I was, I guess that's it, the one I gave to you.
[AGENT][NEUTRAL] Yes ma'am, that is it.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, well.
[CUSTOMER][NEUTRAL] I just wanted to call and see what that was about.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Mm mm mm well OK then thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. Cy[PII]You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You, you too. All right, bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.