AccountId: 011433970860
ContactId: 1b3d4b61-d659-4e79-b05e-c2344e9527ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350049 ms
Total Talk Time (AGENT): 174344 ms
Total Talk Time (CUSTOMER): 130969 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1b3d4b61-d659-4e79-b05e-c2344e9527ca_20241230T23:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I got a letter in the mail that said that um somebody had made a claim on my life insurance policy.
[AGENT][NEUTRAL] OK. Well.
[CUSTOMER][NEUTRAL] Uh, I, I have no idea. I, I'm, I'm, my, it's American, this is, I'm assuming this is my life insurance policy because I don't know what else I have that's APL.
[AGENT][NEUTRAL] OK, we can definitely take a look to see [PII] um if that's the policy that you have we do offer a lot of other supplemental policies, um, but we'll still take a look and see what you've got, um, really quick, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number by chance?
[CUSTOMER][NEUTRAL] No, and that, that's what I'm confused by when I got this letter, um, because my life or my health insurance is Blue Cross Blue Shield, and I'm pretty sure my
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, I don't think I have dental either to that, so, um, through work, so.
[AGENT][NEUTRAL] We do offer a few other kinds of um supplemental coverages like short-term disability, um, things like that, or even secondary medical. Um let's see.
[AGENT][NEUTRAL] Um, I could try searching using your social.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, I believe I found you [PII], if you don't mind, I'm just gonna verify some information. um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, give me just a moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, it was [PII].
[AGENT][NEUTRAL] Yes, OK, last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that [PII] so you did have several policies with us uh however they all terminated in [PII] so you don't have any active policies with us.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right. I, OK, so this, if it was activated in [PII], so this was through the casino, my, my old job that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So why would I be getting a letter?
[AGENT][NEUTRAL] Focus workforce management.
[AGENT][NEUTRAL] Uh, let me see. I'm not quite sure. Um, what does the letter say on it if you don't mind me asking?
[AGENT][NEUTRAL] Does it show a claim number?
[CUSTOMER][NEUTRAL] It says dear policy holder, we, um, we received a claim on your policy and a review of a claim has been started. In some cases additional information must be requested from you and your provider of medical services for the claim to be processed. We'll contact you if more information is needed. Thank you for trusting APL with your insurance needs.
[AGENT][NEUTRAL] OK. Well,
[AGENT][NEUTRAL] You did have a term life policy with us, however, I certainly don't see any claims, um, just for good measure, I will.
[AGENT][NEUTRAL] Check all of your other ones.
[AGENT][NEUTRAL] Just so we can kinda take a look. Give me just a moment.
[AGENT][NEUTRAL] Those are all from [PII].
[AGENT][NEUTRAL] Does the letter have a date on it that you see?
[CUSTOMER][NEUTRAL] Yeah, on [PII].
[AGENT][NEUTRAL] [PII]. OK, now on there, do you, well, probably not. Do you see a claim number or anything like that?
[CUSTOMER][NEUTRAL] No, there's no claim number. It just has a uh claims department and a phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I actually received two of those letters.
[AGENT][NEUTRAL] OK. Oh, I don't see anything from that.
[CUSTOMER][NEUTRAL] The other, the first one was dated on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment. I'm just gonna go through and just check all of these just for good measure. The only claims I did find were.
[AGENT][NEUTRAL] On your hospital indemnity, which was your medical, but that was all from, oh, you had another insured, um.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get back and look to see if any of those, OK, let me see if any of those were possibly for him.
[CUSTOMER][NEUTRAL] And that, that's my son.
[AGENT][NEUTRAL] Oh yeah, here we are. OK, um, for dental.
[AGENT][NEUTRAL] It looks like it was submitted through the provider.
[CUSTOMER][NEUTRAL] So he's
[CUSTOMER][NEUTRAL] OK, so he must be trying to use my old dental card and not my um.
[AGENT][NEUTRAL] This was for [PII].
[AGENT][NEUTRAL] Yes, OK, because I'm sharing the date of service. So whenever he went in for treatment, that was [PII]. OK. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the name of the doctor.
[CUSTOMER][NEUTRAL] OK, alright, so I need to let him know that he's using the wrong insurance card then.
[AGENT][NEGATIVE] Well at least we were able to figure it out. I was, that was a little worrisome.
[CUSTOMER][NEUTRAL] That was that
[CUSTOMER][MIXED] Thank you. Yeah, I was, I was a little confused. I was so lost. I was just like, what the heck? OK.
[AGENT][NEUTRAL] I don't blame you at all.
[AGENT][NEUTRAL] Alright, but no worries. I mean, you know, you might get a denial letter of course stating that it wasn't active but now you know what it's for at least.
[CUSTOMER][POSITIVE] All right. Well, that's a little helpful.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right, I appreciate it. Thank you so much for helping me.
[AGENT][POSITIVE] Absolutely, yes. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling AP [PII]. Hope you have a great new year.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.