AccountId: 011433970860
ContactId: 22f934af-f76e-4e63-898a-ea4db1754691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1096140 ms
Total Talk Time (AGENT): 431635 ms
Total Talk Time (CUSTOMER): 360793 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/22f934af-f76e-4e63-898a-ea4db1754691_20250528T16:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I was about to submit a claim, um, for the hospital indemnity, but, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I, I know like about a month ago, I had reached out to uh the person that's in charge of our like uh benefits, uh, because for some reason it's showing that my coverage has lapsed, but they've been taking money out of my check and there she was supposed to already send us some information saying that I've been paying since January. So I was about to do my claim and on the website it's showing uh coverage lapsed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're wanting to see if we've received anything showing that your coverage isn't should not be terminated, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mr. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] Give me one second because it logged me out as.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if it's easier, if you're, if this is through your employer that we have had you covered, um, I can look it up with your full social or I should be able to. Just whichever is easier.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. So, I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we have on file for you is the same as the one you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and then lastly your email address please?
[CUSTOMER][NEUTRAL] Uh, so it's my last name, so [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so just one moment for me to look at a few things, please.
[AGENT][NEUTRAL] OK, so I do show Mr. [PII] that your policy, it looks like that it was
[AGENT][NEUTRAL] Reinstated, but I do show that it was lapsed again. Now what I can do, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] I'm reading through some things, so bear with me just a moment.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold?
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][POSITIVE] OK, great. Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Can you please look at a policy? I've got an insured on the line.
[AGENT][NEUTRAL] But I don't know what to tell him based on these notes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 248-801-4.
[AGENT][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] All right, hang on one second.
[CUSTOMER][NEGATIVE] Oh crap.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's the CWA policy.
[CUSTOMER][NEUTRAL] Future lapsed date of [PII] was added to the policy earlier this month.
[AGENT][NEUTRAL] Right, but the night before that,
[AGENT][NEUTRAL] Says that we, he was reinstated effective [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then I don't know who that A [PII] is.
[AGENT][POSITIVE] Great a hub request for group billing to bill account from 21 to current.
[CUSTOMER][NEGATIVE] And it doesn't look like it has been. It only got built for one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see this.
[CUSTOMER][NEUTRAL] CWA um
[AGENT][NEUTRAL] I know who that person is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know who that is [PII] uh yeah I don't know um [PII] might be um.
[AGENT][NEUTRAL] That's, I think that.
[AGENT][NEUTRAL] So what do I need to tell this gentleman?
[CUSTOMER][NEGATIVE] I ain't got a clue. Um.
[CUSTOMER][NEUTRAL] Only thing I can suggest.
[CUSTOMER][NEUTRAL] Is getting his information and sending a hub hub request to Bree or sending an email to Bree so she can look into this because I don't know who [PII] is. I don't know who the [PII] is. I don't.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] That's [PII], but I don't know about anybody. I'll just send a hub request to tell him that we're gonna have to do some research and someone will call him back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, cause I don't know, I don't know.
[CUSTOMER][NEUTRAL] Uh, not mine.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] For it to be reinstated effective [PII], but then the EFT file ET EFT file is still saying that he needs to be lapsed and so that's why I got relapsed.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it sounds like CWA needs to get their policy correct if this policy is actually supposed to be active and then they also need to send the premium because it'll, I mean it will at the end of this month, even if it was to be reactivated, the policy will go back into lapsed status because it's that far behind. So yeah, I would just get his information and get free to look at it.
[AGENT][NEUTRAL] So did they not, yeah, because.
[AGENT][NEUTRAL] Yeah, cause reinstated with a lapse, OK.
[AGENT][NEUTRAL] Create a request for group billing to bill account from 21 to current, but you said you don't even see that, is that correct? Did they bill them?
[CUSTOMER][NEGATIVE] It, it wasn't, yeah, it was not sub bill. It just was billed regularly on [PII].
[AGENT][NEGATIVE] And there's no.
[AGENT][NEUTRAL] Yeah, and they didn't, they didn't document a hub ticket number or anything in here. Uh well, if you're looking at the notes, you can see that. So, OK, I'll send somebody else on a scavenger hunt. I'll just tell them we're gonna um do some research.
[CUSTOMER][NEUTRAL] Yeah, cause that, um.
[CUSTOMER][NEUTRAL] That's per email. I wonder what email.
[AGENT][NEUTRAL] Who knows?
[CUSTOMER][NEUTRAL] I wonder where the email would actually be.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh, on my computer.
[CUSTOMER][NEUTRAL] Yeah, I mean the only thing we can do right now is try to figure out where all of our ducks sit it because.
[AGENT][NEUTRAL] It looks to me like they're on a bunch of different ponds.
[CUSTOMER][NEUTRAL] There's nothing there as far as an email.
[AGENT][NEUTRAL] Looks like the ducks are scattered.
[CUSTOMER][NEUTRAL] Yeah, and it looks to me like, well it looks like CWA ain't got their ducks in a row either because they're still sending over on a file feed that the policy is supposed to be lapsed effective [PII] so it's literally going from activated to lapse activated to lapse because it's still coming over on the policy like that.
[AGENT][POSITIVE] Over on that file. Correct.
[AGENT][NEUTRAL] I think I'm gonna tell, yes, and I think I'm gonna at least tell him that much.
[AGENT][NEUTRAL] And that we're gonna do some research, but that it does appear that we are still receiving.
[AGENT][NEUTRAL] A file that is showing his termination date of [PII].
[CUSTOMER][NEUTRAL] Mhm mhm. I'm looking at the email hustle and deality policy for Alvaro whatever has been reinstated effective. [PII], there's a lapse in coverage from August to reinstated today. OK, that's what we did. [PII] sent us the email.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I was there.
[CUSTOMER][NEUTRAL] Back on [PII], so that's when it got reactivated.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm not sure it help the fast that system on the test calls it was included in a file that was sent to us on one, but the file mysteriously for lack of better description was never delivered. I'm still trying to figure out what happened. I don't care about what happened with all that, um.
[CUSTOMER][NEUTRAL] I'm pretty sure it's out there. system does not issue the policy number that your doesn't system back on the log it. It is missing because we did not receive it. That may be helpful in first bank let know um.
[CUSTOMER][NEUTRAL] Yeah, it looks like he was in fact supposed to be reactivated.
[CUSTOMER][NEUTRAL] Um, 21, but
[CUSTOMER][NEGATIVE] Customer service didn't the bill or I don't know how CWA does their stuff so.
[CUSTOMER][NEUTRAL] And this is listed under one of the credit card payment or credit card CWA group so that insured.
[CUSTOMER][NEUTRAL] I'm gonna assume it has, I don't know um somebody [PII] might need to look into this a little bit further because I don't know nothing about CWA.
[AGENT][POSITIVE] OK. Well, I'll just tell him that we're gonna, yeah, I'll, I'll tell him what I'm gonna tell him and then, um, I appreciate you looking at it though, [PII]. OK. All right. Thank you so much. OK doke.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. You're welcome.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mr. [PII], thank you so much for holding for me while I was looking at a few things. So, what I'm gonna do is I'm going to send, I'm going to send a request to have some research done on this to see exactly, um,
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] What's going on because I do see that the policy had been
[AGENT][NEUTRAL] Activated back in April, however, your.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The way your group's information comes over to us is on an electronic file.
[AGENT][NEUTRAL] And your information on the file is still showing that your policy should be lapsed, so they will have to correct that on their end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because as long as it's still coming over with a lapse date or a return date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that will override any reactivation that we do.
[AGENT][NEUTRAL] So I would suggest, again, I'm gonna have I'm gonna do a ticket to have some research done on it and someone to, to call you back once it's been looked into. Now that will not be today, that'll probably be tomorrow or Friday. Um, and then also I can't tell you what the phone number would look like when it comes up because we have a lot of different numbers that obviously will not be our [PII] number that you called in on.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] But um we will give you a call back in the meantime I would reach out to your employer again and let them know that APL is receiving information on an electronic file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Showing your policy should lapse.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because after it was reinstated, yeah, because, yeah, we did, we reinstated it back in April, but then we got that file that had the [PII] date so it overrode that reactivation.
[CUSTOMER][NEUTRAL] So I'll reach out to them again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now you can still submit your claims, but as far as your status on your policy, you know, um, if your data service.
[AGENT][NEUTRAL] You you can still do that but we do need to figure out what's going on with the coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll reach out to her again to have them reach out.
[CUSTOMER][NEUTRAL] Uh, to you guys.
[AGENT][NEUTRAL] Yes, because, right, they, they definitely need to since we're still getting your information showing a termination date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, um, again, thank you for your patience and holding while I was having someone else look at this with me, but I just need to send a ticket to have some research done on it.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So, can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] No, uh, so you said I can just still kinda upload the file or uh my claim?
[AGENT][NEUTRAL] Yeah, you can go ahead and do that. Right. You can do that now. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, you can still submit that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But even though it's lapsed, I mean, we'll.
[CUSTOMER][NEUTRAL] I mean, will they
[CUSTOMER][NEUTRAL] Deny it. I'm not sure like.
[AGENT][NEUTRAL] Now, we show, according to what I can see in the system, there, there was a lapse in your coverage from 81 to 131.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, that is.
[AGENT][NEUTRAL] Um, what's the data service you're gonna be filing for?
[CUSTOMER][NEUTRAL] Uh, it was, uh, last month.
[AGENT][NEUTRAL] OK, so yes, as of right now, see your policy is not showing as active. So it would get reviewed, but you know, if it's not showing that you're eligible for that data service, that could be a reason for it to be denied.
[CUSTOMER][NEUTRAL] Yeah, so I'm gonna reach out first before I even try to submit anything.
[AGENT][NEUTRAL] Sure. No, I understand. um, cause as of right now.
[AGENT][NEUTRAL] Yes, I, I, again, I really don't know what else to say in all honesty, and I don't want to give you any incorrect information. I can just verify what I can actually see, you know.
[CUSTOMER][POSITIVE] Oh, not a problem.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So,
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK. Well, again, is there anything else that I can help you with at the moment, Mr. Ooa?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I do hope that you have a nice afternoon and again someone will be back in touch with you.
[CUSTOMER][POSITIVE] All right, not a problem thank you so much.
[AGENT][POSITIVE] OK, yes, so you're very welcome and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] But