AccountId: 011433970860
ContactId: 1eba8c3f-9166-4594-a325-b6b91818168e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261548 ms
Total Talk Time (AGENT): 171628 ms
Total Talk Time (CUSTOMER): 115453 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1eba8c3f-9166-4594-a325-b6b91818168e_20250306T23:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing all right, thank you. um, I'm not quite sure if this is something you can help me with or not um I've got an insured on the line, um, and his wife is about to give birth and he's having trouble finding his, uh, he just needed his policy number ID cards. I'm I found him in our system, but it shows that it terminated, uh, [PII]. He said that he, uh, left the company. It's with uh Rick Case Enterprises, and then he came back and he re-enrolled in September.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, and he's showing that, uh, on his ADP app that it's through APL, he's seen the money taken out. I can't find him anywhere. I don't see an active policy at all. I tried looking in the group, um, to see if maybe the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's his group, you know what the group number is?
[CUSTOMER][NEUTRAL] Yes, um, well, for the old, uh, policy it's uh 15391.
[AGENT][NEUTRAL] 391. OK, hang on just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that who he's still supposed to be with the 15391? OK, all right.
[CUSTOMER][NEUTRAL] Yes, yes, well, unless it's a different, I mean the group is still active.
[AGENT][NEUTRAL] OK, let me just, let me pull it up real quick. Uh, what is his last name?
[CUSTOMER][NEUTRAL] It is [PII], um so it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Studio, so we left 91, is that what you're showing? OK. And he's saying that he so he left and he came to this. When did he come back?
[CUSTOMER][NEUTRAL] Yeah, yes, um, and a
[CUSTOMER][NEUTRAL] He said in September, but according to what he has on his ADP, uh, that is new policy with APL um was effective, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look at that on just one second. So you may have lapsed and covered, so he left. OK, give me back, let me look under the active part. Give me just one second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so now we don't have him in there. So, so he left, so he's saying he should be reactivated. Does he have a policy number for the November?
[CUSTOMER][NEUTRAL] No, no, he doesn't have anything but what he's seeing on his ADP app.
[AGENT][NEUTRAL] Did he give, OK, yeah, I was gonna say there's nothing out here. OK.
[AGENT][NEUTRAL] Got you. So on him, he's showing he should have coverage with APL, another insurance company, um, on November, OK, OK, so I would get his contact number. We need to, so if he's got an ATP ADP issue then we need to check with the enrollment team to see if the we got an enrollment that came in for him.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was thinking because it sounds like something just kinda skipped.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'd probably be checking with [PII] or [PII] over on the on the ADP team, and they can look at the file feed and see if they have anything for him.
[AGENT][NEUTRAL] And if they don't, then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Who was it? I'm sorry, could you give me those names again?
[AGENT][NEUTRAL] I think we need that.
[AGENT][NEUTRAL] Yeah, it's um [PII] I was trying to see if any of them in [PII]. What if I don't know what [PII]'s last name is. I think they're probably both gone for the day. Is he on the phone?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, he's on the phone right now.
[AGENT][NEUTRAL] OK, OK. Hang on just a second.
[AGENT][NEUTRAL] We won't be able to answer his question tonight we're gonna have to do some research, um.
[CUSTOMER][NEGATIVE] I didn't think so, but I felt bad. I mean, I was just gonna say that he should get with his HR, but you know, with his wife about to give birth, he's stressing. I wanted to see what we could do something.
[AGENT][POSITIVE] Oh yeah, for sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I mean, I would, I mean, yeah, that's probably something probably need to check with them too to make sure everything was, you know, enrolled properly, but [PII], she, her and [PII] are the ones that do that either the file feeds. Let me just look at this group really quick. Let me look at one other thing with this group. Yeah, it is a file feed. So yes, I would ask them, let's see, I wanna look at what, yeah, so it's active, it's not in renewal holds or anything like that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Car.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would have them look at the file feed, tell him that we need to do some research, get with our department that, you know, manages the file feeds and get back with him tomorrow. They'll get back to you really quick just, um, I would just email them or whatever you need to do just say that, yeah, this guy's saying that he left on [PII] and we show he lapsed, but he's saying he should have been reinstated in November or whatever. I think, yeah, and we're not showing that and he has an ADP showing that it's weird. I didn't know if you could see your own ADP stuff, so yeah, that's what I would do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Send him an email, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I know that's the first I've heard that. OK, I sure appreciate all your help. Thank you so much. All right, thanks. Have a good night bye bye.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Yeah, no problem. Have a good day. You too. Bye-bye.